Job Description
ABOUT OPORTUN
Oportun (Nasdaq: OPRT) is a mission-driven financial services company that puts its members’ financial goals within reach. With intelligent borrowing, savings, and budgeting capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $21.3 billion in responsible and affordable credit, saved its members more than $2.5 billion in interest and fees, and helped its members set aside an average of more than $1,800 annually.
WORKING AT OPORTUN
Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization’s performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.
POSITION OVERVIEW
The IT Manager, India leads End User Services and Enterprise Service Desk (Level 1 support) operations for Oportun’s India workforce while partnering closely with U.S. and Mexico-based teams to ensure seamless global IT support coverage. This role is responsible for managing onboarding technology enablement, day-to-day end-user support, incident management, and service delivery excellence across the region, including overlap support for U.S./Mexico business hours.
The IT Manager drives operational efficiency through effective use of ServiceNow and enterprise endpoint management platforms while ensuring secure, reliable, and scalable IT support services. By enabling employee productivity and minimizing downtime, this role directly supports Oportun’s mission of delivering accessible and responsible financial services.
RESPONSIBILITIES
- Lead and manage the India-based End User Services and Enterprise Service Desk (Level 1) team, providing coaching, performance management, and operational oversight.
- Ensure adherence to established SLAs and service delivery standards for incident resolution and service requests through ServiceNow.
- Oversee onboarding and offboarding processes, including device provisioning, computer imaging, access configuration, and system readiness for new hires.
- Provide advanced troubleshooting support for hardware, operating systems, enterprise applications, identity management, and collaboration platforms.
- Manage endpoint lifecycle operations including asset coordination, device compliance alignment, patch management support, and refresh programs.
- Serve as primary liaison for regional IT vendors, ensuring service quality, issue escalation management, and effective coordination
- Support global IT operations by providing India-based support coverage with overlap for U.S. and Mexico business hours.
- Drive continuous improvement initiatives, including automation of service desk workflows and responsible adoption of AI tools to enhance user productivity and operational efficiency.
- Partner cross-functionally with Global IT, Security, HR, and Infrastructure teams to ensure consistent and scalable IT service delivery.
REQUIREMENTS
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
- Minimum of 6+ years of progressive IT support experience, including at least 2 years of people management experience.
- Proven experience leading Service Desk or End User Services teams.
- Hands-on experience administering enterprise tools such as Jamf, Intune, Tanium, Microsoft 365, Okta, and ServiceNow.
- Strong troubleshooting expertise across hardware, operating systems, SaaS applications, and identity/access management.
- Experience managing vendor relationships and coordinating external service providers.
- Demonstrated ability to operate within defined SLAs and drive service delivery excellence.
- Experience supporting global teams across multiple time zones.
Preferred Qualifications
- ITIL certification or familiarity with ITIL-based service management practices.
- Experience supporting fintech or regulated environments.
- Experience with automation or scripting (PowerShell, Bash, workflow automation).
- Experience implementing AI-enabled productivity tools within IT service operations.
- Strong analytical and reporting skills with experience tracking service metrics and performance indicators.
#LI-REMOTE
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We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.
California applicants can find a copy of Oportun’s CCPA Notice here: https://oportun.com/privacy/california-privacy-notice/.
We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).
