AVP – Enterprise Systems Support

Who We Are

Cross River is a highly profitable, fast-growing financial technology company powering the future of financial services. Our comprehensive suite of innovative and scalable embedded payments, cards, and lending products deliver financial services for millions of businesses and consumers around the globe. Cross River is backed by leading investors and serves the world’s most essential fintech and technology companies. Together with its partners, Cross River is reshaping global finance and financial inclusion. 

We are on a mission to build the infrastructure that propels access, inclusion, and the democratization of financial services. While our company has tripled in size over the last three years, our strong sense of purpose led Cross River to be named to American Banker’s list of Best Places to Work in Fintech for the last 6 years. The reason for this success is simple – our nimble and collaborative family culture lives in every member of our growing team. Together we are at the forefront of technology and innovation, and we invite passionate, collaborative, and motivated high performers to join our expanding team.

What We're Looking For

An End User Services Manager who can lead the global IT End User Services function that includes the service desk team, desktop engineering, enterprise application administration, and telephony among other user-focused technology.

Responsibilities:

• Collaborate with internal business units including Procurement, Facilities, IT Security, IT Infrastructure, and more as appropriate
• Manage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning, and equipment retrieval and sanitizing, including:
  • Desktops/laptops
  • iOS devices
  • Application packaging and distribution processes
  • Enterprise printing services
  • ITSM Tools
• Oversee the daily operations of the global IT service desk, ensuring timely and proactive resolution of IT support requests
• Executive support services
• Oversee the end user engineering function including:
  • Enterprise applications administration such as Office 365
  • OS upgrades, application packaging, OS and application patching
  • Telephony, conference room equipment, and other collaboration technology
  • Remote access including VDI, enterprise browser, and mobile device engineering
• Implement and maintain ITIL best practices and service management frameworks to improve service quality and efficiency
• Develop and monitor key performance indicators (KPIs) to assess and enhance team performance
• Collect feedback from end-users to improve service delivery and user experience
• Ensure a high level of customer satisfaction by maintaining service excellence and serve as a point of escalation for the most critical issues
• Stay on top of the latest developments in desktop hardware, software, and services provided by vendors, and recommends upgrades and alternatives to more effectively meet business need
• Identify and drive initiatives for process improvements to streamline operations, increase productivity, and enhance service levels
• Prepare and present regular reports on service desk performance, end user technology trends, and areas for improvement to senior management
• Manage both incident and problem management processes, ensuring root cause analysis and effective resolution
• Train and mentor team members, continuously improve support processes, and provide guidance to ensure efficient issue resolution and white glove service

Qualifications:

• Bachelor’s degree required
• Experience with automation and scripting technologies (such as PowerShell, Ansible, or Terraform)
• 10+ years of work experience in a related role; previous experience at a global organization a plus
• Seasoned people manager with track record of building and cultivating high-performing global teams
• A proven manager and team leader who is detail-oriented, organized, and thinks strategically, with the ability to delegate and collaboratively resolve issues
• Client-focused mindset with the ability to interact confidently with colleagues at all levels within the organization and with varying degrees of technology competency
• Experience and competency with Microsoft Windows and Office applications, iOS, Video Conferencing, Office365, Azure, Mac OS, Mobile Device Management, software application packaging, and remote support experience a plus
• Ability to work in a fast-paced environment and retain professionalism and accuracy
• Strong attention to detail with the ability to be proactive, solve problems, think ahead, and multi-task daily
• A strong work ethic and ‘can do’ attitude: motivated, flexible nature, team-player spirit, ability to maintain composure at all times
• Strong comfort and experience liaising with internal and external contacts at all levels
• Excellent written and oral communication
• Willing and able to travel up to 15% based on the needs of the team and the business required

#LI-TP1 #LI-Hybrid #LI-Onsite

Salary Range: $140,000.00 - $160,000.00