IT Operations Manager (Service Desk & EUC) at Rivianvw.tech

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 RV Tech Enterprise IT is scaling rapidly across sites, cloud platforms, and a distributed workforce. As we grow, we are building a modern, reliable, and user-centric IT organization that enables employees to do their best work. We are looking for an IT Operations Manager in Serbia to lead our regional support strategy, overseeing both the Service Desk and End User Compute (EUC) teams to ensure operational excellence and high-quality service delivery. As the IT Operations Manager, you will be responsible for the leadership, performance, and strategic direction of the Service Desk and EUC functions within the region. You will bridge the gap between high-level strategy and day-to-day execution, ensuring that our support tiers (Tier 1–3) are meeting SLAs while maintaining a "user-first" culture. This is a leadership role that requires a blend of technical depth, people management, and vendor oversight. You will drive process maturity through ITIL frameworks, manage the full device lifecycle, and collaborate with global Infrastructure and Security teams to deliver a seamless digital workplace experience. RESPONSIBILITIES Team Leadership: Lead, mentor, and scale the Service Desk and End User Compute teams in Serbia, fostering a culture of accountability and continuous professional growth. Service Delivery: Oversee the end-to-end incident and request management process, ensuring the team meets or exceeds defined SLAs and CSAT targets. EUC Strategy: Manage the global device lifecycle (provisioning, deployment, MDM management, and decommissioning) for Windows and macOS environments. Operational Excellence: Implement and refine ITIL-based processes (Incident, Request, Change, and Problem Management) to reduce technical debt and ticket friction. Stakeholder Management: Act as the primary escalation point for regional leadership and work closely with Global IT to align local operations with corporate standards. Vendor & Asset Management: Oversee relationships with hardware vendors and service providers in Serbia, ensuring cost-effective procurement and inventory accuracy. Continuous Improvement: Utilize data and analytics from ITSM tools (ServiceNow/Jira) to identify trends, automate manual tasks, and deflect tickets through robust self-service knowledge bases. QUALIFICATIONS Experience: 6+ years in IT Operations or Support, with at least 2+ years in a formal leadership or management role. Technical Breadth: Deep understanding of modern workplace technology: Google Workspace/M365, Identity (Okta/Azure AD), and Endpoint Management (Intune/JAMF). Strategic Mindset: Proven ability to transition from "firefighting" to proactive service management and automation. ITIL Expertise: Strong foundation in ITIL frameworks; certification is a significant plus. Communication: Fluent in English with the ability to translate complex technical issues into actionable business insights for stakeholders. Problem Solving: A data-driven approach to troubleshooting and the ability to manage high-pressure escalation scenarios. Regional Knowledge: Familiarity with the Serbian tech landscape, including local hardware logistics and vendor networks. TOTAL REWARDS Total compensation packages for full-time positions include base salary, eligibility for an annual performance bonus, and eligibility for equity. In addition, our benefits package has been designed to support the health and wellness of our employees. Benefit offerings include Flex Time Off, retirement savings plans as well as medical, vision and dental coverage. For more information on RV Tech’s comprehensive benefits package for full-time employees, check out our Global Benefits Site [Upgrade to PRO to see link] External candidates can apply for this role through the RV Tech Careers site ([Upgrade to PRO to see link] If you are a current employee, please apply through our internal job board [Upgrade to PRO to see link] 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 [Upgrade to PRO to see contact]. CANDIDATE DATA PRIVACY 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) record keeping; (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. If you provide a mobile telephone number as part of your application or during the recruitment process, Rivian and Volkswagen Group Technologies may use that number to contact you via SMS text message for recruitment-related purposes, including scheduling, logistics, and status updates. Message and data rates may apply. You may opt out of SMS communications at any time by replying STOP to any text message you receive from us. Consent to receive SMS messages is not a condition of applying for or being considered for employment. Please see our Candidate Data Privacy Notice (English) [Upgrade to PRO to see link] and Candidate Data Privacy Notice (Serbian) [Upgrade to PRO to see link] for more information. -- Please note this job posting represents an open, active vacancy. Additionally, we are not currently accepting applications from third party application services.