IT Device Support Supervisor, ITS

Idaho State University

9d•$60,000 - $65,000•Onsite

About The Position

The IT Device Support Supervisor provides operational leadership and strategic direction as the university’s primary point of contact for device management and support. The role supervises a diverse team of full-time staff and student technicians, delivering consistent service quality to faculty, staff, and students while maintaining efficient workflows and meeting performance goals through active supervision, coaching, and performance monitoring. This position is an on-campus role at Idaho State University’s Pocatello Main campus and is not eligible for remote work. It is a promotional opportunity for current Idaho State University employees only. The position is not eligible for new visa sponsorship; candidates with valid U.S. work authorization may be considered. The position works 12 months per year and may include after-hours coverage or on-call supervision as assigned. Other job-related duties may also be assigned. The supervisor leads student development and staffing, manages daily device-support operations and escalated technical issues, oversees self-service workflows, and maintains internal and public-facing support documentation. The role also coordinates with Infrastructure, Security, and other ITS supervisors, and leads device readiness and rollout projects. The position remains open until filled, with priority consideration for applications received by November 2, 2026. Salary is $60,000–$65,000 per year, commensurate with education and experience.

Requirements

Must be a current Idaho State University employee.
Bachelor’s degree in a relevant field, or a minimum of six years of combined education, training, and experience in lieu of the degree.
At least three years of experience in an IT device-support environment, including at least one year in a supervisory or lead capacity.
Deep knowledge of Windows, macOS, Linux, iOS, and Android operating systems, mobile device management (MDM), and hardware diagnostics.
Experience with enterprise systems including O365, Google Workspace, and Box.
Experience with hardware such as Dell and Apple devices and printers.

Nice To Haves

Previous experience working in a higher-education setting.
Experience managing or mentoring student or intern populations.

Responsibilities

Recruit, onboard, and mentor 10–20 student employees and 2–4 full-time staff.
Create a teaching-focused environment in which student workers develop professional IT skills while providing Tier 2 device support.
Manage shift scheduling to ensure consistent device-support availability.
Supervise day-to-day Device Services operations to maximize team effectiveness and meet business needs.
Oversee resolution of complex hardware, software, mobile, and peripheral-device problems escalated from Tier 1.
Manage and refine automated self-service workflows for timely device setup and support.
Serve as the final escalation point for high-touch users, including university executives and faculty during critical academic periods.
Resolve problems escalated by subordinate staff and notify the director of issues requiring review.
Maintain a Knowledge Base for staff training and public-facing Tier 2 how-to and FAQ guides.
Partner with Infrastructure and Security teams to address campus-wide outages and cybersecurity threats.
Collaborate with other ITS supervisors on emerging trends, workarounds, and fixes for emerging issues.
Lead readiness projects for new semesters.
Lead device rollouts according to device refresh cycles.
Perform other job-related duties as assigned.
Provide after-hours coverage or on-call supervision when assigned.