IT Support Team Supervisor

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

The IT Support Team Supervisor serves as both a people leader and technical authority for the IT Support Team in Normal, IL, directly managing a team of IT support professionals. This role requires a dynamic mix of leadership, team development, service quality oversight, and hands-on technical engagement, with priorities shifting based on the needs of the team and the business at any given time. The Support Team Supervisor is the primary escalation point for complex issues, owns SLA and KPI performance for the team, and ensures consistent, high-quality end-user support across the organization. This role will be located in Normal, IL and report to our Sr. manager, End User Computing & Messaging.

Responsibilities

Leadership & Team Development

• Coach and develop the IT Support Team, ensuring skills, coverage, and capacity are at a level to meet organizational expectations, business needs, and Service Level Agreements.
• Serve as the primary escalation point for complex or unresolved technical issues, providing guidance and resolution support to team members.
• Foster a culture of ownership, continuous improvement, and exceptional customer service within the team.
• Identify growth opportunities for team members and delegate responsibilities to support their development.
• Evaluate and analyze team processes and work with the team to identify process improvements and efficiency gains.
• Drive and support increased usage of AI to improve team productivity and efficiency.
• Actively identify opportunities to expand the team's capabilities by partnering with third-level and specialist teams - enabling the IT Support Team to resolve a broader range of issues without escalation, while creating meaningful training and skill development opportunities for team members in the process.
• Ensure onboarding support services are delivered consistently and effectively by the team, maintaining quality and coverage without personally owning execution.
• Contribute to management meetings, representing the team and surfacing operational needs or risks.
• Plan for continual service improvement and collaborate with the team to enhance the support experience.

Service Quality & Performance Accountability

• Balance Team Workload across multiple channels (Chat, Walk-up Support, Ticket Intake, etc) by coordinating with supervisors at other sites.
• Own and report on team performance metrics, including SLA compliance, response and resolution times, ticket volume trends, and customer satisfaction scores.
• Monitor open and closed ticket queues to ensure timely resolution and identify patterns requiring process or staffing adjustments.
• Track and drive adherence to Key Performance Indicators (KPIs) aligned with IT service management standards.
• Major incident management accountability - ensuring timely escalation, stakeholder communication, and coordination across teams. Responsible for the process and outcome, not necessarily for executing every task within it.
• Understand and assist in compliance with software license requirements.
• Evaluate vendor services and manage equipment purchasing processes to meet team and organizational needs.

Collaboration & Communication

• Collaborate with Support Supervisors across other locations to share trend data, align on process improvements, and ensure consistency in how support is delivered globally.
• Serve as the IT Support point of contact for ISO 27001 and SOX audit activities, partnering with Internal Audit, Information Security, and Compliance stakeholders to interpret control requirements, gather and validate evidence, and respond to audit requests within committed timelines.
• Collaborate with Information Security, Network, and Cloud teams to ensure consistent and compliant IT service delivery.
• Communicate clearly with end-users and stakeholders regarding support status, expectations, and resolutions.
• Adhere to and help enforce End User Computing policies, group policies, standards, and procedures.
• Research emerging tools and technologies and provide recommendations to improve the end-user experience.

Hands-On Technical Engagement

While the primary focus of this role is leadership and service quality, the Support Team Supervisor is expected to maintain technical proficiency and engage directly in support delivery as needed:

• Respond to and resolve escalated end-user support requests across hardware, software, and network domains.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, peripherals, and conference room technology.
• Support endpoint imaging, hardware setup and configuration, and asset inventory management.
• Assist with IT infrastructure projects as needed, including office moves, technology rollouts, and enterprise-wide deployments.
• Provide after-hours support when required by business demand or critical incidents.

Qualifications

• Experience & Education: Bachelor’s degree (or equivalent experience); 5+ years in IT support/EUC and 2+ years in a supervisory or lead role.
• Technical Stack: Active Directory, Microsoft Entra ID, Intune, Jamf, ServiceNow, Windows 11, macOS, Slack, Zoom, Gemini, Claude, and Claude Code.
• Certifications: ITIL v4, CompTIA preferred.
• Work Schedule: On-site daily in Normal, IL, with flexibility based on business priorities and occasional after-hours support for critical incidents.

Pay Disclosure

The salary range for this role is $79,700 - $99,600 for Illinois based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

The successful candidate may be eligible for annual performance bonus and equity awards.

We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.

You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). This job is not expected to be closed any sooner than 10/30/26

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected].

Candidate Data Privacy and Technology

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

How We Use AI in Our Hiring Process: To ensure transparency, we want candidates to know that Rivian uses iCIMS Talent Cloud Artificial Intelligence (TCAI) and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role.

AI does not make hiring decisions: Qualified candidate applications are reviewed by a member of our team, and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency, not to replace human judgment. We are committed to a fair, thoughtful, and equitable experience for every candidate.

Participation in AI profile matching is entirely voluntary. If you prefer that your profile not be used in this process, you can opt out at any time. Opting out means your profile will be excluded from automated matching and will not be surfaced for additional roles through this system. Your current application remains active and will not be affected in any way.

Please note that we are currently not accepting applications from third party application services.