IT Support Team Lead - Onsite & AI-Driven Excellence

Rivian; Normal (IL); On-site; USD 80,000 - 100,000; Full time

Job summary

Rivian is seeking an IT Support Team Supervisor in Normal, IL to lead the IT Support Team, ensure high-quality end-user support, and manage SLA/KPI performance. The role combines people leadership with hands‑on technical engagement, reporting to the Sr. manager of End User Computing & Messaging.

The successful candidate will balance leadership with after-hours support as needed, oversee incident management, and collaborate with security and audit teams to ensure compliant IT service delivery.

Qualifications

• Bachelor’s degree or equivalent experience; 5+ years in IT support/EUC and 2+ years in a supervisory or lead role.
• Hands-on technical engagement across hardware, software, and network domains as needed.
• Proven ability to lead teams, manage SLA/KPI, and drive service quality improvements.

Responsibilities

• Coach and develop the IT Support Team to meet SLAs and customer needs.
• Own escalation for complex issues and guide team members.
• Manage incidents, audits, and vendor relationships; drive security/compliance efforts.

Skills

Team leadership

Customer service

Communication

Problem solving

Education

Bachelor’s degree or equivalent experience

Tools

Active Directory

Microsoft Entra ID

Intune

Jamf

ServiceNow

Windows 11

macOS

Slack

Zoom

Gemini

Claude

Claude Code

Job description

Rivian is seeking an IT Support Team Supervisor in Normal, IL to lead the IT Support Team, ensure high-quality end-user support, and manage SLA/KPI performance. The role combines people leadership with hands‑on technical engagement, reporting to the Sr. manager of End User Computing & Messaging.

The successful candidate will balance leadership with after-hours support as needed, oversee incident management, and collaborate with security and audit teams to ensure compliant IT service delivery.