{"schemaVersion":"jobsearcher.job.v1","id":"eec35adcdb7027e16092eddd","url":"https://jobsearcher.com/jobs/eec35adcdb7027e16092eddd","canonicalUrl":"https://jobsearcher.com/jobs/eec35adcdb7027e16092eddd","title":"IT Support Team Supervisor","description":"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.\n\nLeadership & Team Development\nCoach 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.\nServe as the primary escalation point for complex or unresolved technical issues, providing guidance and resolution support to team members.\nFoster a culture of ownership, continuous improvement, and exceptional customer service within the team.\nIdentify growth opportunities for team members and delegate responsibilities to support their development.\nEvaluate and analyze team processes and work with the team to identify process improvements and efficiency gains.\nDrive and support increased usage of AI to improve team productivity and efficiency.\nActively 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.\nEnsure onboarding support services are delivered consistently and effectively by the team, maintaining quality and coverage without personally owning execution.\nContribute to management meetings, representing the team and surfacing operational needs or risks.\nPlan for continual service improvement and collaborate with the team to enhance the support experience.\n\nService Quality & Performance Accountability\nBalance Team Workload across multiple channels (Chat, Walk-up Support, Ticket Intake, etc) by coordinating with supervisors at other sites.\nOwn and report on team performance metrics, including SLA compliance, response and resolution times, ticket volume trends, and customer satisfaction scores.\nMonitor open and closed ticket queues to ensure timely resolution and identify patterns requiring process or staffing adjustments.\nTrack and drive adherence to Key Performance Indicators (KPIs) aligned with IT service management standards.\nMajor 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.\nUnderstand and assist in compliance with software license requirements.\nEvaluate vendor services and manage equipment purchasing processes to meet team and organizational needs.\n\nCollaboration & Communication\nCollaborate with Support Supervisors across other locations to share trend data, align on process improvements, and ensure consistency in how support is delivered globally.\nServe 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.\nCollaborate with Information Security, Network, and Cloud teams to ensure consistent and compliant IT service delivery.\nCommunicate clearly with end-users and stakeholders regarding support status, expectations, and resolutions.\nAdhere to and help enforce End User Computing policies, group policies, standards, and procedures.\nResearch emerging tools and technologies and provide recommendations to improve the end-user experience.\n\nHands-On Technical Engagement\n\nWhile 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:\n\nRespond to and resolve escalated end-user support requests across hardware, software, and network domains.\nDiagnose and resolve issues related to desktops, laptops, mobile devices, peripherals, and conference room technology.\nSupport endpoint imaging, hardware setup and configuration, and asset inventory management.\nAssist with IT infrastructure projects as needed, including office moves, technology rollouts, and enterprise-wide deployments.\nProvide after-hours support when required by business demand or critical incidents.\n\nExperience & Education: Bachelor’s degree (or equivalent experience); 5+ years in IT support/EUC and 2+ years in a supervisory or lead role.\nTechnical Stack: Active Directory, Microsoft Entra ID, Intune, Jamf, ServiceNow, Windows 11, macOS, Slack, Zoom, Gemini, Claude, and Claude Code.\nCertifications: ITIL v4, CompTIA preferred.\nWork Schedule: On-site daily in Normal, IL, with flexibility based on business priorities and occasional after-hours support for critical incidents.","company":"Rivian","rawCompany":"rivian","city":"Normal","state":"IL","isRemote":false,"isActive":false,"createdAt":"2026-09-08T08:43:32.823Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Support Team Supervisor","description":"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.\n\nLeadership & Team Development\nCoach 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.\nServe as the primary escalation point for complex or unresolved technical issues, providing guidance and resolution support to team members.\nFoster a culture of ownership, continuous improvement, and exceptional customer service within the team.\nIdentify growth opportunities for team members and delegate responsibilities to support their development.\nEvaluate and analyze team processes and work with the team to identify process improvements and efficiency gains.\nDrive and support increased usage of AI to improve team productivity and efficiency.\nActively 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.\nEnsure onboarding support services are delivered consistently and effectively by the team, maintaining quality and coverage without personally owning execution.\nContribute to management meetings, representing the team and surfacing operational needs or risks.\nPlan for continual service improvement and collaborate with the team to enhance the support experience.\n\nService Quality & Performance Accountability\nBalance Team Workload across multiple channels (Chat, Walk-up Support, Ticket Intake, etc) by coordinating with supervisors at other sites.\nOwn and report on team performance metrics, including SLA compliance, response and resolution times, ticket volume trends, and customer satisfaction scores.\nMonitor open and closed ticket queues to ensure timely resolution and identify patterns requiring process or staffing adjustments.\nTrack and drive adherence to Key Performance Indicators (KPIs) aligned with IT service management standards.\nMajor 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.\nUnderstand and assist in compliance with software license requirements.\nEvaluate vendor services and manage equipment purchasing processes to meet team and organizational needs.\n\nCollaboration & Communication\nCollaborate with Support Supervisors across other locations to share trend data, align on process improvements, and ensure consistency in how support is delivered globally.\nServe 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.\nCollaborate with Information Security, Network, and Cloud teams to ensure consistent and compliant IT service delivery.\nCommunicate clearly with end-users and stakeholders regarding support status, expectations, and resolutions.\nAdhere to and help enforce End User Computing policies, group policies, standards, and procedures.\nResearch emerging tools and technologies and provide recommendations to improve the end-user experience.\n\nHands-On Technical Engagement\n\nWhile 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:\n\nRespond to and resolve escalated end-user support requests across hardware, software, and network domains.\nDiagnose and resolve issues related to desktops, laptops, mobile devices, peripherals, and conference room technology.\nSupport endpoint imaging, hardware setup and configuration, and asset inventory management.\nAssist with IT infrastructure projects as needed, including office moves, technology rollouts, and enterprise-wide deployments.\nProvide after-hours support when required by business demand or critical incidents.\n\nExperience & Education: Bachelor’s degree (or equivalent experience); 5+ years in IT support/EUC and 2+ years in a supervisory or lead role.\nTechnical Stack: Active Directory, Microsoft Entra ID, Intune, Jamf, ServiceNow, Windows 11, macOS, Slack, Zoom, Gemini, Claude, and Claude Code.\nCertifications: ITIL v4, CompTIA preferred.\nWork Schedule: On-site daily in Normal, IL, with flexibility based on business priorities and occasional after-hours support for critical incidents.","datePosted":"2026-09-08T08:43:32.823Z","dateModified":"2026-09-08T08:43:32.823Z","hiringOrganization":{"@type":"Organization","name":"Rivian","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Normal","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"eec35adcdb7027e16092eddd"},"url":"https://jobsearcher.com/jobs/eec35adcdb7027e16092eddd"}}