AVP, Team Lead - Enterprise Systems Support

Who We Are

Cross River builds the infrastructure behind the world’s most innovative financial products. Our technology and capital solutions power payments, cards, lending, and digital asset capabilities that move money safely, instantly, and inclusively — trusted by leading fintechs, enterprises, and disruptors across the globe.

Our mission is simple: to build the financial infrastructure that expands access and opportunity for all. Guided by a culture of collaboration, curiosity, and purpose, Cross River has been named one of American Banker’s Best Places to Work in Fintech year after year. Whether you’re designing code, solving regulatory puzzles, or developing strategy, you’ll join a team where innovation and integrity drive everything we do — and where your work helps shape the future of finance.

What We're Looking For

The AVP, Enterprise Systems Support is a hands‑on leadership role responsible for day‑to‑day IT operations at the NJ headquarters, supporting approximately 800 end users in a corporate environment. This role supervises 7 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.

Key Responsibilities:

Leadership & Supervision

• 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 NJ office.

End‑User Support & Operations

• 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.

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 day‑to‑day IT operations for the NJ headquarters.
• 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.

Networking & Infrastructure

• Support basic office networking needs; Unifi 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.

Backlog & Project Work

• 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.

Security & Compliance

• 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.

Required Qualifications:

• 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.

Preferred / Nice‑to‑Have Qualifications:

• 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.

Success in This Role Looks Like:

• CRB 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.

#LI-AC1 #LI-Hybrid #LI-Onsite

Salary Range: $110,000.00 - $120,000.00