Supervisor, IT Service Delivery

Desktop Support Supervisor

The Desktop Support Supervisor leads the frontline end-user support function while partnering closely with Desktop Engineering, Systems Administration, Cybersecurity, and Infrastructure teams to deliver a secure, reliable, and high-quality technology experience. This role ensures that support operations run efficiently, incidents are resolved quickly, and the team is equipped with the skills, tools, and processes needed to support a modern enterprise environment.

The ideal candidate is a hands-on leader who excels at mentoring technicians, improving workflows, managing ticket queues, and driving continuous improvement across the end-user support ecosystem. This position may be based in San Diego, CA; Dallas, TX; or Washington, D.C.

Required qualifications:

• Degree in Information Technology or related field, or equivalent experience.
• ITIL Foundation certification or experience working in ITIL-aligned environments.
• Experience working with ITSM platforms such as ServiceNow or Jira Service Management.
• Familiarity with reporting dashboards or ITSM analytics tools. Familiarity with Active Directory, Azure AD/Entra ID, MFA, and conditional access concepts.
• Strong troubleshooting skills across hardware, software, networking, and identity issues.
• Excellent communication, prioritization, and customer service skills.
• Ability to support occasional after-hours work during outages, deployments, or upgrades, and handle physical device setup as needed.

Preferred qualifications:

• Degree in Information Technology or related field, or equivalent experience.
• ITIL Foundation certification or experience working in ITIL-aligned environments.
• Experience working with ITSM platforms such as ServiceNow or Jira Service Management.
• Familiarity with reporting dashboards or ITSM analytics tools.

$79,000 - $110,000 a year

Full-time regular employee offer package:

Pay within range listed + Bonus + Benefits + Equity

Temporary employee offer package:

Pay within range listed above + temporary benefits package (applicable after 60 days of employment)

Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information.

Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.