Supervisor, IT Service Delivery (R4740)
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- Leads the frontline end‑user support function
- Partnering closely with Desktop Engineering, Systems Administration, Cybersecurity, and Infrastructure teams
- Deliver a secure, reliable, and high‑quality technology experience
- Ensures that support operations run efficiently
- Incidents are resolved quickly
- Equipping the team with the skills, tools, and processes needed to support a modern enterprise environment
- Mentoring technicians
- Improving workflows
- Managing ticket queues
- Driving continuous improvement across the end‑user support ecosystem
Benefits
- Bonus
- Benefits
- Equity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
