IT Client Support Center Supervisor, ITS (2904)

Idaho State University

1d•$57,000 - $62,000•Onsite

About The Position

This is a promotional opportunity for current employees of Idaho State University only. The IT Client Support Supervisor provides operational leadership and strategic direction for the University’s primary point of contact for technical support. This role manages a team of full-time staff and student technicians to deliver consistent service quality to faculty, staff, and students, efficient workflows, and achievement of key performance goals through active supervision, coaching, and performance monitoring. You will ensure the "front door" of IT is efficient, empathetic, and equipped to handle everything from routine password resets to complex classroom technology failures. This position is not eligible for new visa sponsorship at this time. Candidates who already hold valid U.S. work authorization may be considered.

Requirements

This is a promotional opportunity for current employees of Idaho State University only. To be considered for this opportunity you must currently be a permanent, benefited employee of ISU.
At least a Bachelor’s degree in a relevant field OR equivalent professional experience.
At least three (3) years of experience in an IT support or call center environment, with at least one (1) year in a supervisory or lead capacity.
Technical Proficiency: Advanced troubleshooting of Windows, macOS, and mobile devices.
Experience with Enterprise systems (O365, Google Workspace, Box).
Familiarity with ticketing systems (Team Dynamix) and identity management systems (Fischer).

Nice To Haves

ITIL 4 Foundation Certification or higher.
Experience working in a Higher Education setting.
Proven experience managing or mentoring students and/or interns.

Responsibilities

Team Leadership & Student Development (40%): Recruit, onboard, and mentor a team of 10-20 student employees and 2-4 full-time staff. Foster a "teaching hospital" environment where student workers gain professional IT skills while providing tier-1 support. Manage complex shift scheduling to ensure coverage across multiple channels (Phone, Chat, Email, and Walk-in).
Operational Management (30%): Supervises the day-to-day operations of the Service Desk Call Center staff to maximize team effectiveness and meet business needs. Oversee the daily lifecycle of the ITSM ticketing system (e.g., TeamDynamix). Manage and refine automated self-service workflows to reduce ticket volume for routine requests. Monitor KPIs, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Average Speed to Answer (ASA).
Technical Oversight & Documentation (20%): Act as the final escalation point for "high-touch" users, including University Executives and Faculty during critical academic periods. Resolves escalated problems referred by subordinate staff and notifies the director of issues that require review. Maintain a robust Knowledge Base (KB) for both internal staff training and public-facing "How-To" and “FAQ” guides. Partner with Infrastructure and Security teams to communicate campus-wide outages or cybersecurity threats. Collaborate with other ITS Supervisors on emerging trends, workarounds, and fixes emerging issues.
Project Management (10%): Lead readiness projects for new semesters. Represent the Service Desk in cross-departmental meetings regarding new software rollouts (e.g., LMS migrations or MFA updates).
Performs other job-related duties as assigned.
Coordinates scripted call center communications in the event of an emergency.
Updates outgoing messages regarding University hours of operation and closures.
May provide after-hours coverage or on-call supervision as assigned.