Supervisor, IT Service Delivery (R4740)

San DiegoFull Time Employeemid

OtherSupervisor It Service Delivery

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Overview

Founded in 2015, Shield AI is a venture-backed deep-tech company with the mission of protecting service members and civilians with intelligent systems.

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OtherSupervisor It Service Delivery

Founded in 2015, Shield AI is a venture-backed deep-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include the V-BAT and X-BAT aircraft, Hivemind Enterprise, and the Hivemind Vision product lines. With offices and facilities across the U.S., Europe, the Middle East, and the Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube.

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.

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.

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.