About Us Rivian and Volkswagen Group Technologies is a joint venture between two industry leaders with a clear vision for automotive’s next chapter. From operating systems to zonal controllers to cloud and connectivity solutions, we’re addressing the challenges of electric vehicles through technology that will set the standards for software-defined vehicles around the world. The road to the future is uncharted. By combining our expertise across connectivity, AI, security and more, we’ll map a new way forward. Working together, we’ll create a future that’s more connected, more intelligent, more sustainable for everyone. Role Summary We are seeking a highly organized and results-oriented IT Operations Lead to oversee the efficient and effective delivery of our core IT services. This pivotal role is responsible for leading and managing the Service Desk and Deskside Support teams, as well as championing and implementing best practices across various aspects of IT Service Management (ITSM). The ideal candidate will possess strong leadership skills, a deep understanding of IT operations, a customer-centric approach, and a proven ability to drive continuous improvement. You’ll partner closely with senior leadership to drive clarity, alignment, and impact across the organization while also acting as a key external-facing representative of the business. This role reports directly to the Sr. Manager, IT and is located in our Palo Alto, California office Responsibilities Service Desk Management: Lead and manage the Service Desk team, ensuring timely and high-quality resolution of end-user incidents and service requests. Establish and monitor key performance indicators (KPIs) to track team performance and identify areas for improvement. Develop and maintain Service Desk policies, procedures, and knowledge base. Ensure adherence to service level agreements (SLAs). Deskside Support Management: Lead and manage the Deskside Support team, providing on-site and remote technical assistance to end-users. Ensure efficient deployment, maintenance, and troubleshooting of hardware, software, and peripherals. Develop and maintain Deskside Support procedures and best practices. ITSM Process Ownership: Take ownership of key ITSM processes, including Incident Management, Service Request Fulfillment, Problem Management, Change Management, and Knowledge Management. Drive the implementation and adoption of ITIL or other relevant ITSM frameworks. Define and maintain process documentation, workflows, and reporting mechanisms. Team Leadership and Development: Provide strong leadership, coaching, and mentorship to the Service Desk and Deskside Support teams. Foster a collaborative and high-performing team environment. Conduct regular performance reviews and identify training and development opportunities. Vendor Management: Manage relationships with relevant external vendors providing support or services related to Service Desk and Deskside Support functions. Ensure vendor performance meets agreed-upon standards. Reporting and Analysis: Generate regular reports on key IT operational metrics, including incident trends, service request volumes, resolution times, and SLA adherence. Analyze data to identify root causes of issues and recommend proactive solutions. Continuous Improvement: Identify opportunities for process optimization and service improvement across all areas of IT operations. Drive the implementation of changes to enhance efficiency, user satisfaction, and overall IT effectiveness. Collaboration and Communication: Collaborate effectively with other IT teams (Network, Security, Systems) to ensure seamless service delivery. Communicate clearly and effectively with stakeholders at all levels regarding IT operational status and initiatives. Project Management: Lead or participate in IT projects related to service delivery and infrastructure improvements. Qualifications Bachelor's degree in Information Technology or a related field, or equivalent work experience. Minimum of 7+ years of progressive experience in IT operations, with at least 3 years in a leadership or management role overseeing Service Desk and/or Deskside Support teams. Deep understanding of IT Service Management (ITSM) principles and best practices, preferably with ITIL certification or demonstrable experience implementing ITIL processes. Proven ability to lead and motivate technical teams. Strong technical aptitude and understanding of end-user computing environments, including hardware, software (Windows, macOS, Linux), and networking basics. Excellent problem-solving and analytical skills. Strong communication (written and verbal), interpersonal, and presentation skills. Customer-centric mindset with a focus on delivering excellent IT services. Experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management). Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment. Preferred Qualifications Familiarity with infrastructure monitoring tools. Experience with vendor contract negotiation and management. Project management experience or certification (e.g., PMP). Pay Disclosure Salary Range/Hourly Rate for Palo Alto, California Based Applicants: $121,800 - $152,000 (actual compensation will be determined based on experience, location, and other factors permitted by law). Benefits Summary: Rivian and Volkswagen Group Technologies provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment. Part-Time employee coverage is effective the first of the month following 90 days of employment. Equal Opportunity Rivian and Volkswagen Group Technologies is committed to creating a diverse environment and is proud to be an equal opportunity employer. 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. We are also committed to ensuring compliance with all applicable fair employment practice laws regarding citizenship and immigration status. Rivian and Volkswagen Group Technologies 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. Candidate Data Privacy Rivian and VW Group Technologies (“Rivian and Volkswagen Group Technologies”) 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 and Volkswagen Group Technologies 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 and Volkswagen Group Technologies 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 and Volkswagen Group Technologies affiliates; and (iii) Rivian and Volkswagen Group Technologies’ service providers, including providers of background checks, staffing services, and cloud services. Rivian and Volkswagen Group Technologies may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, 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. Please see our Candidate Data Privacy Notice (English) and Candidate Data Privacy Notice (Serbian) for more information. Please note that we are currently not accepting applications from third party application services.