The IT Support Team Supervisor at Rivian is responsible for leading a team of IT support professionals in Normal, IL. This role combines leadership, team development, and technical expertise to ensure high-quality end-user support. The supervisor will manage complex technical issues, oversee service quality, and drive continuous improvement within the team. This position requires a hands-on approach to support delivery while fostering a culture of exceptional customer service.

• Bachelor's degree or equivalent experience
• 5+ years in IT support or End User Computing (EUC)
• 2+ years in a supervisory or lead role
• Proficiency in Active Directory, Microsoft Entra ID, Intune, Jamf, ServiceNow, Windows 11, macOS, Slack, Zoom, Gemini, Claude, and Claude Code
• Certifications such as ITIL v4 and CompTIA are preferred

• Coach and develop the IT Support Team to meet organizational expectations and business needs
• Serve as the primary escalation point for complex technical issues
• Monitor team performance metrics and ensure adherence to Service Level Agreements (SLAs)
• Collaborate with other support supervisors to align on process improvements
• Respond to and resolve escalated end-user support requests across various domains
• Assist with IT infrastructure projects and provide after-hours support as needed

• Employees at Rivian are often offered comprehensive health, dental, and vision insurance, a 401(k) with company match, ESPP and potential RSU grants, performance bonuses, and generous time off including paid parental and sick leave. Perks can include 24/7 mental-health coaching and therapy, Hinge Health for Anthem enrollees, tuition assistance and professional development, plus on-site food and a wide range of employee discounts on items like computers, mobile phones, home loans, and pet care.