Enterprise Systems Support Team Lead

Description

We Are

At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely.

With 900+ employees worldwide and an R&D center of over 160 employees in Jerusalem – we’re reshaping how financial technology is developed and delivered.

THE ROLE

The Team Lead, Technical Support is a hands‑on leadership role responsible for day‑to‑day IT operations at the CRT Israel office, supporting approximately 200 end users in a corporate environment. This role supervises two Technical Support Engineers while actively participating in support, troubleshooting, and project work.

The Team Lead serves as the local IT owner for the office, ensuring high service quality, operational stability, and alignment with enterprise IT standards across endpoint management, security, compliance, and systems administration.

Work from our Jerusalem office 5 days a week

Success in This Role Looks Like:

• The Israel office experiences reliable, high‑quality IT support.
• Tickets are well documented, resolved efficiently, and trends are proactively addressed.
• Engineers are supported, guided, and developing technically.
• Backlog projects progress consistently without sacrificing daily operations.
• The office aligns with enterprise IT, security, and compliance standards.
  
  

• Hands‑on, service‑oriented leader with a strong player/coach mindset—comfortable balancing technical execution with daily people leadership and escalation support.
• Excellent communicator and collaborator who builds trust with engineers, end users, HR, Security, Facilities, and global IT partners.
• Highly organized and accountable, with strong attention to detail in documentation, process adherence, and follow‑through on operational and project work.
• Calm, pragmatic problem‑solver who can prioritize effectively, manage competing demands, and maintain a high‑quality user experience under pressure.
• Growth‑minded mentor who enjoys developing others, identifying skill gaps, and continuously improving team capability and IT operations.
  
  

• Act as a player/coach, balancing direct technical work with team supervision.
• Provide daily guidance, task prioritization, and escalation support for two direct‑report engineers.
• Review ticket quality, documentation, and adherence to ITIL and internal standards.
• Mentor team members, identify skill gaps, and support ongoing development.
• Serve as the primary local IT escalation point for the Israel office.
  
  

• Provide hands‑on Mac and Windows support in a corporate environment (hardware, OS, applications, peripherals).
• Support onboarding, offboarding, and role changes in partnership with HR and Security.
• Troubleshoot hardware, software, account access, printing, conferencing, and office technology issues.
• Ensure consistent, high‑quality user experience across the office.
  
  

• Own and enforce proper ticket documentation in ServiceNow (incidents, problems, requests, changes).
• Ensure timely updates, root cause notes, and resolution details are captured.
• Contribute to and maintain knowledge articles and operational documentation.
• Track trends, recurring issues, and improvement opportunities through ticket data.
  
  

• Manage day‑to‑day IT operations for the CRT Israel office.
• Coordinate with global IT teams on standards, changes, outages, and initiatives.
• Oversee local inventory, asset lifecycle, and equipment refreshes.
• Serve as a local IT liaison for facilities, vendors, and third‑party support when required.
• Support a dozen Microsoft Teams rooms as well as a Townhall system.
  
  

• Support basic office networking needs; Cisco Meraki experience is a strong plus.
• Troubleshoot connectivity issues, access points, switches, and office network components.
• Partner with central network/infrastructure teams for escalations and changes.
  
  

• Execute and contribute to backlog initiatives related to:
• Endpoint management and lifecycle improvements
• Security and compliance requirements
• Process optimization and automation
• Systems administration tasks
• Participate in sprint planning, backlog grooming, and delivery of prioritized work.
• Balance project commitments with operational support demands.
  
  

• Enforce endpoint security standards and corporate policies.
• Support audits, evidence collection, and compliance initiatives as required.
• Ensure devices and users meet baseline security and configuration requirements
  
  

• Proficient in Hebrew and English both written and verbal, sufficient for achieving consensus and success in a remote and largely asynchronous work environment - Required
• 5+ years direct people management experience with demonstrated accountability for team performance and development - mandatory .
• 5+ years of experience in corporate IT / technical support environments.
• Proven experience supporting both macOS and Windows endpoints.
• Previous experience leading or mentoring technical staff (formal or informal).
• Strong troubleshooting skills across hardware, OS, applications, and access issues.
• Hands‑on experience working with ticketing systems; ServiceNow experience strongly preferred.
• Ability to balance operational support with project and backlog work.
• Excellent communication skills in a multi‑regional enterprise environment.
  
  

• Cisco Meraki networking experience.
• Endpoint management experience (MDM, patching, software deployment).
• Exposure to security, compliance, or audit‑driven IT processes.
• Experience working in agile or sprint‑based operating models.