Supervisor, IT Service Delivery (R4740)

Shield AI•Washington, DC

1d•$79,000 - $110,000

About The Position

The Desktop Support Supervisor leads the frontline endâuser support function while partnering closely with Desktop Engineering, Systems Administration, Cybersecurity, and Infrastructure teams to deliver a secure, reliable, and highâquality 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 endâuser 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.Â· 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.