דרושים » מחשבים ורשתות » מנהל /ת תמיכה טכנית גלובלית (Tier 2-3) לחברת מכשור רפואי בבית שמש

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:
This role is central to driving operational excellence across the support organization, ensuring teams can deliver fast, high-quality service at scale. It leads the design and continuous improvement of support processes, workflows, and policies, while identifying opportunities for automation and efficiency gains. The position owns performance measurement through KPIs, dashboards, and analytics, translating data into actionable insights that shape strategic decisions. It also partners closely with cross-functional teams to enhance systems, tools, and end-to-end support experiences. With broad ownership and visibility, this role empowers the individual to influence how support operates globally, drive meaningful change, and elevate both customer and employee experience through smarter, more scalable operations. The Support Operations Lead will be measured on:
* Improvement in SLA performance
* Reduction in response and resolution times
* Increased support team productivity
* Improvement in CSAT and customer experience metrics
* Successful implementation of operational initiatives
* Adoption and effectiveness of support tools and processes Reports To: VP Technical Support

Who You Are:
A highly organized and data-driven Support Operations Lead to drive operational excellence across our customer and technical support organization. This role is responsible for optimizing support processes, managing support systems and tools, delivering actionable insights through reporting and analytics, and enabling support teams to operate efficiently at scale. The ideal candidate combines strong operational expertise, analytical skills, project management capabilities, and a passion for improving customer and employee experiences.

What You’ll Actually Be Doing:
Support Operations & Process Management
* Design, implement, and continuously improve support processes, workflows, and operational standards.
* Identify inefficiencies and drive automation initiatives to improve productivity and customer satisfaction.
* Drive initiatives to improve service quality, operational efficiency, and customer experience.
* Lead operational readiness for new product launches, feature releases, and organizational changes.
* Collaborate with Support Leadership, Product, Engineering, Customer Success, and Business Operations teams.
Performance Management & Analytics
* Define and monitor key support KPIs
* Build dashboards and reports to provide visibility into support performance and trends.
* Analyze operational data and present recommendations to leadership. Systems & Tools Administration
* Own and optimize support platforms such as CRM, ticketing, workforce management, and knowledge management systems.
* Partner with IT, Engineering, Product, and Customer Success teams on system integrations and enhancements.
* Evaluate and implement new technologies, including AI-powered support solutions.

Why You’ll Love Working Here:

* Flexible hybrid work model: three days a week at our Jerusalem office
* Monthly wellness reimbursement – from therapy to gel manicure, it's up to you
* Full Keren Hishtalmut, private health and dental insurance
* Volunteer days, donation matching, Yoga and Pilates
* A supportive, collaborative culture that puts our people first

Next Step:
Hit Apply!

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.

Who You Are:

* 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.

What You’ll 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 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. 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 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 syste