Enterprise Systems Support team lead

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 - were reshaping how financial technology is developed and delivered.
The Role:
The team lead, Technical Support is a handson leadership role responsible for daytoday 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, highquality 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.
What Youll Actually Be Doing:
Leadership & Supervision
* Act as a player/coach, balancing direct technical work with team supervision.
* Provide daily guidance, task prioritization, and escalation support for two directreport 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. EndUser Support & Operations
* Provide handson 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, highquality User Experience across the office. ServiceNow & Documentation
* 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. Office IT Ownership
* Manage daytoday 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 thirdparty support when required.