IT Device Support Supervisor, ITS

Idaho State University•Pocatello, ID

7d•Onsite

About The Position

Idaho State University is hiring an IT Device Support Supervisor for an on-campus position at its Pocatello main campus. This promotional opportunity is open only to current ISU employees, and the position is not eligible for new visa sponsorship. The supervisor provides operational leadership and strategic direction for university device management and support, serving as the primary point of contact in this area. The role leads a team of full-time staff and student technicians to deliver consistent service to faculty, staff, and students, maintain efficient workflows, and meet performance goals through supervision, coaching, and performance monitoring. The supervisor recruits, onboards, and mentors 10–20 student employees and 2–4 full-time staff, develops students’ professional IT skills while providing Tier 2 support, manages shift schedules, and oversees day-to-day operations. The role handles escalated hardware, software, mobile, and peripheral device issues; manages automated self-service workflows; serves as a final escalation point for high-touch users during critical academic periods; maintains internal and public-facing knowledge-base resources; and coordinates with Infrastructure, Security, and other ITS supervisors. The supervisor also leads readiness projects for new semesters and device rollouts tied to refresh cycles. Other job-related duties may be assigned, and after-hours coverage or on-call supervision may be required. This is a 12-month-per-year, non-classified staff position in Information Technology Services. The salary is $60,000–$65,000 per year, commensurate with education and experience. The position will remain open until filled, with priority consideration for applications received by November 2, 2026. Applicants must submit a CV or resume, cover letter, and three professional references with current contact information. Offers are conditional on successful completion of a background investigation.

Requirements

Must be a current Idaho State University employee.
Bachelor’s degree in a relevant field, or at least six years of combined education, training, and experience in lieu of a bachelor’s 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 including Dell and Apple devices and printers.
Submit a CV or resume, cover letter, and three professional references with current contact information.
Candidates must already hold valid U.S. work authorization; new visa sponsorship is not available.

Nice To Haves

Previous experience working in a higher education setting.
Proven experience managing or mentoring student or intern teams.

Responsibilities

Recruit, onboard, and mentor a team of 10–20 student employees and 2–4 full-time staff.
Foster a teaching 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 issues 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 internal staff training materials and public-facing how-to and FAQ knowledge-base guides for Tier 2 support.
Partner with Infrastructure and Security teams to remediate campus-wide outages or cybersecurity threats.
Collaborate with other ITS supervisors on emerging trends, workarounds, and fixes.
Lead readiness projects for new semesters.
Lead device rollouts according to device refresh cycles.
Perform other job-related duties as assigned; may provide after-hours coverage or on-call supervision as assigned.