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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.
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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
As the Sr. Manager for our workplace and commercial IT teams, you will be responsible for setting the global standards for our IT support functions, to include strategic workforce planning, site setups, asset management, deskside support, commercial support and employee onboarding. You should have a proven track record of contributing and executing at a high-level, while proactively working to plan and execute for Rivian's future scale and operations.
Responsibilities
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- Oversee management of Workplace Deskside Support and Commercial IT Support functions and ensure Rivian’s ability to deliver an excellent customer service to it’s employees, contractors and suppliers. \n
- Responsible for new workspace and commercial sites setup, employee onboarding, onsite workspace IT support, and IT support to the geographically spread commercial locations (Service Centers and Rivian Hubs). \n
- Manage Deskside Support & Asset Management supervisory team and provide guidance on their day-to-day and strategic activities \n
- Manage staffing levels of the Desktop Support & Asset Management team and ensure that we have the right mix of talent and roles \n
- Empower Desktop Support & Asset Management managers and supervisors to develop and implement onsite IT Support and Asset management processes and procedures \n
- Monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and End User Experience Agreements (XLAs) to ensure the Desktop Support team is meeting goals and make necessary adjustments as needed \n
- Oversee, at a high level, the process of training, coaching, onboarding, knowledge management, and mentoring of the Desktop Support and Asset Management team to deliver world-class end-user experience \n
- Contribute to and execute the department and company’s vision of keeping the world adventurous forever \n
- Provide inputs and adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software \n
- Identify and address the automation needs in the IT service delivery and end-user onboarding processes \n
- Manage escalations at the Desktop Support level and act as a single point of contact for the IT senior leadership team, business stakeholders, and other IT groups \n
- Empower Desktop Support & Asset Management managers and supervisors to build and maintain the IT support Knowledge Base and leverage the same to implement self-help tier 0 support \n
- Participate in additional technology initiatives as required \n
- Develop positive relationships with the business and other functions at all levels \n
- Collaborate with members of the information security, network, and cloud teams to ensure consistent IT \n
Qualifications
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- At least 12-14 years (or relative) in a Desktop Support and Asset Management role, where you learned the nuances of IT Support \n
- At least 6-8 years experience of managing the Desktop Support and Asset Management team – hiring, coaching, and reviewing the staff \n
- Bachelor’s degree and ITIL Foundation Certification required \n
- Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time \n
- Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira) \n
- Experience in supporting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools \n
- Basic knowledge of Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems. \n
- Support Experience with Office365, all leading browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives \n
- Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs \n
- Prioritization Skills – The ability to analyze support requests and prioritize them based on impact \n
- Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication \n
Equal Opportunity
\nRivian 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.
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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 candidateaccommodations@rivian.com.
\nCandidate Data Privacy
\nRivian 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.
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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.
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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.
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Please note that we are currently not accepting applications from third party application services.
