Supervisor, IT Service Delivery (R4740)

San Diego, California, United StatesOnsiteFull Time$79,000–$110,000 /yrPosted 2 months agoHidden Gem · VC-Backed

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Role summary

Shield AI is seeking a Supervisor, IT Service Delivery to lead frontline end-user support. This role ensures efficient support operations, quick incident resolution, and team enablement. The ideal candidate is a hands-on leader skilled in mentoring technicians, improving workflows, managing ticket queues, and driving continuous improvement within an ITIL-aligned, ITSM-driven environment. Responsibilities include managing Active Directory, Azure AD/Entra ID, MFA, and conditional access, alongside strong troubleshooting across hardware, software, networking, and identity issues. The position requires excellent communication and customer service skills, with the ability to support occasional after-hours work and physical device setup.

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. Job Description: 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.

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