Desktop Support Supervisor

2 weeks ago

Palo Alto, California, United States Rivian Automotive Full time
About Rivian

Rivian is a pioneering company that's on a mission to keep the world adventurous forever. We're committed to building emissions-free Electric Adventure Vehicles and attracting curious, courageous souls to join our team. Our diverse backgrounds are united by a love of the outdoors and a desire to protect it for future generations.

Role Summary

We're seeking a talented Desktop Team member to join our outstanding IT Desktop team in Palo Alto. This is a hands-on, on-site role for a Desktop technician ready to move into a supervisor/lead position. As a Desktop Support Supervisor, you'll be responsible for supervising a small to medium Desktop support team, assisting in defining processes and procedures, and delivering world-class onsite IT support.

Responsibilities
  • Supervise a small to medium Desktop support team responsible for Desktop imaging, new machine setup, PC refreshes, and hardware replacements, and Level 2 onsite IT support.
  • Assist Desktop Support Manager in defining processes and procedures and designing the Answer bar setup to deliver world-class onsite IT support.
  • Diagnose and resolve computer hardware, software, and network issues for Executives and VIP users.
  • Assist in defining Service Level Agreements (SLA) and Key Performance Indicators (KPI) for the Desktop Support function.
  • Coordinate the work with the desktop support team and other IT groups to achieve committed SLAs and deliver world-class customer service.
  • Manage the daily activities of the desktop support team and guide them in resolving multi-level issues.
  • Train, coach, and mentor desktop support technicians.
  • Provide after-hours support as per business demand – traveling users in different time zones and other IT infrastructure changes.
  • Review and implement recommendations provided by Sr. Desktop Support Specialists on new tools and technologies to improve end-user experience.
  • Track IT assets and follow inventory management guidelines – Desktops, Laptops, Tablets, and other peripheral equipment.
  • Assist in developing IT tools and processes to promote efficient and effective end-user support practices.
  • Encourage the team to develop an IT knowledge base for internal IT use or broader employee reference as appropriate.
  • Participate in additional technology initiatives as required – assisting with server and network upgrades, OS upgrades, office moves, technology rollouts, and onsite/offsite meeting coordination.
  • Adhere to End User Computing policies (including desktop group policies), standards, and procedures for hardware and software.
  • Develop positive relationships with the business and other functions at all levels.
  • Collaborate with members of the information security, network, and cloud teams to ensure consistent IT services to our business users.
  • Implement the continuous improvement plan to improve all aspects of the Desktop Support function via tracking key performance indicators.
Qualifications
  • 6+ years (or relative) in a Desktop Support Technician role and 2+ years of supervising/managing a desktop support team.
  • Bachelor's degree or professional training/certifications related to areas of responsibilities.
  • Experience with deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, SCCM, Microsoft Intune, Jamf, and other system management tools.
  • Experience with wired/wireless networks, VPN, collaboration tools (chat and video conferencing), A/V devices, and conference room systems.
  • Support experience with Office365, all major 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.
  • Familiarity with standard helpdesk ticketing tools (ServiceNow, Jira).
  • Ability to coordinate and communicate at all levels within the organization – business stakeholders, vendors, suppliers, senior managers, and C-level executives.
  • Strong communication skills both written and verbal.
  • Tech savvy – ability and passion for learning new technology and tools.
  • Prioritization skills – ability to analyze support requests and prioritize them based on impact.
  • Discipline – discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication.
  • Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms.

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