IT Support Supervisor

Job not on LinkedIn

🕒 February 11

🏄 California – Remote

🏄 California – Remote

💵 $80k - $90k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💻 IT Support

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Shield

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

B2B • Artificial Intelligence • Enterprise

Shield is a tech-enabled partner and investor that helps managed service providers (MSPs) scale by combining patient capital, operational expertise, and applied AI engineering. The firm provides forward-deployed engineers, operational support (HR, finance, recruiting), people development, and strategic M&A guidance while preserving local leadership and culture. Backed by ZBS Partners and Thrive Holdings, Shield focuses on long-term, founder-friendly partnerships to accelerate growth and implement AI-first solutions.

📋 Description

• Supervises the day-to-day operations of the IT Services Support Team. • Identifies, researches, & resolves complex technical problems by coaching Level I/II teams and escalating incidents to Engineering team. • Creates and maintains support documentation & adheres to department processes & procedures (SOP’s). • Documents, tracks, & monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met. • Assists Manager with Level I/II onboarding and skills development as needed. • The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.

🎯 Requirements

• Preferred - Associate’s degree in Information Technology or a related field. • Mandatory - High School diploma or equivalent. • 7+ years of experience in IT working as a lead/senior IT support role or engineer. • Minimum (2) certifications: A+, Network+, Server+, Security+, etc… • Minimum (1) certification: MCSE, CCENT/CCT, VCP6. • Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring.

🏖️ Benefits

• Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected. • Job requires occasional after hour and weekend escalation management and support. • Client onsite work could be required on a project or emergency basis.