AVP, Team Lead - Enterprise Systems Support

<p><strong>Who We Are</strong></p> <p>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.</p> <p>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 <em>American Banker’s</em>&nbsp;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.</p> <p><strong>What We're Looking For</strong></p> <p>The AVP, Enterprise Systems Support is a hands‑on leadership role responsible for day‑to‑day IT operations at the NJ headquarters, supporting approximately <strong>800 end users</strong> in a corporate environment. This role supervises <strong>7 Technical Support Engineers</strong> while actively participating in support, troubleshooting, and project work.</p> <p>The Team Lead serves as the <strong>local IT owner for the office</strong>, ensuring high service quality, operational stability, and alignment with enterprise IT standards across endpoint management, security, compliance, and systems administration.</p> <p><strong>Key Responsibilities:</strong></p> <p><strong>Leadership &amp; Supervision</strong></p> <ul> <li>Act as a <strong>player/coach</strong>, balancing direct technical work with team supervision.</li> <li>Provide daily guidance, task prioritization, and escalation support for two direct‑report engineers.</li> <li>Review ticket quality, documentation, and adherence to ITIL and internal standards.</li> <li>Mentor team members, identify skill gaps, and support ongoing development.</li> <li>Serve as the primary local IT escalation point for the NJ office.</li> </ul> <p><strong>End‑User Support &amp; Operations</strong></p> <ul> <li>Provide <strong>hands‑on Mac and Windows support</strong> in a corporate environment (hardware, OS, applications, peripherals).</li> <li>Support onboarding, offboarding, and role changes in partnership with HR and Security.</li> <li>Troubleshoot hardware, software, account access, printing, conferencing, and office technology issues.</li> <li>Ensure consistent, high‑quality user experience across the office.</li> </ul> <p>&