Employee Applicant Privacy Notice
Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
Senior Manager, IT Operations
We’re looking for a forward-thinking, people-centric leader to join our IT Operations Team at SoFi – where finance meets innovation. As our Senior Manager, IT Operations, you’ll lead a high-performing team of IT Service Delivery professionals, driving technical excellence and operational efficiency across our support services. This is more than just a leadership role—it's a chance to shape the future of tech support in a cutting-edge FinTech environment.
You'll oversee daily operations, mentor and grow our tech talent, and collaborate cross-functionally to elevate the employee tech experience. If you're passionate about blending customer-centric IT support with next-gen thinking, this role is for you.
Key ResponsibilitiesLeadership & Team Development
- Lead, coach, and inspire a team of IT Support Technicians across multiple locations.
- Own talent development: provide real-time feedback, mentorship, and professional growth opportunities.
- Drive performance through actionable metrics and continuous improvement.
- Approve payroll, bonuses, and compensation aligned with performance.
- Serve as the go-to escalation point for technical and personnel challenges.
Operational Excellence
- Oversee and triage support requests—ensuring timely resolution and SLA adherence.
- Analyze complex technical issues; resolve or escalate appropriately.
- Implement IT support best practices and participate in the execution of larger ITSD and enterprise-wide initiatives.
- Manage site-specific IT resources and ensure hardware/software compliance.
- Monitor trends, identify gaps, and propose proactive solutions to elevate service quality.
Service Delivery & Technical Escalation (20%)
- Provide Tier 2/3 escalation support for both Windows and Mac environments.
- Install, configure, and troubleshoot hardware/software for desktops, laptops, A/V, and peripherals.
- Oversee onboarding processes, including imaging, setup, and orientation for new hires.
- Manage asset tracking, inventory audits, and ensure accurate asset lifecycle documentation.
- Collaborate on testing and rollout of new technology initiatives.
- Maintain and develop internal knowledge base and self-service documentation.
Reporting & Compliance
- Generate weekly ITSD performance reports for stakeholders and senior leadership.
- Maintain compliance with security, privacy, and operational policies across all endpoints.
- Stay up to date on regulatory requirements, IT risk management, and support audit readiness.
What We Are Looking For
- Bachelor’s Degree in Computer Science, IT, or related field (or equivalent experience).
- 8+ years in IT Service Desk or IT Operations, with 2+ years in a leadership or project management role.
- Demonstrated expertise in ServiceNow, ensuring the platform is effectively leveraged to support operational excellence through streamlined request workflows, efficient incident management, insightful reporting, and robust knowledge base maintenance.
- Strong knowledge of enterprise Mac & Windows environments.
- Experience with desktop/laptop hardware, networking fundamentals, and enterprise-grade support tools.
- Passionate about delivering white-glove technical support in a dynamic, fast-paced setting.
- Excellent verbal and written communication skills.
- A collaborative spirit, with a mindset for innovation and continuous improvement.
- Ability to support after-hours or weekend efforts as needed during high-priority incidents or project rollouts.
Highly Desirable
- Spanish-English bilingual proficiency is a plus! (with the ability to support internal and external stakeholders in both languages)
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
Top Skills
Similar Jobs at SoFi
What you need to know about the Charlotte Tech Scene
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
