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Shield AI

Supervisor, IT Service Delivery (R4740)

Shield AI|AI Robotics
San Diego, California, Dallas, Texas, Boston, MA, Washington, DC, San Francisco, California
full-timeEnterprise Operations Division
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Job Description

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.

About Shield AI

First seen: April 4, 2026
Last updated: April 30, 2026