IT Device Support Supervisor, ITS

Job Description

This is a promotional opportunity for current employees of Idaho State University only. The IT Device Support Supervisor provides operational leadership and strategic direction as the university’s primary point of contact for device management and support. This role manages a versatile 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.

This position is not eligible for new visa sponsorship at this time. Candidates who already hold valid U.S. work authorization may be considered.

Key Responsibilities

1. 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-2 device support.
• Manage complex shift scheduling to ensure consistent device support availability. 2. Operational Management (30%)
• Supervises the day-to-day operations of the Device Services staff to maximize team effectiveness and meet business needs.
• Oversee the resolution of complex hardware, software, mobile, and peripheral device issues escalated from Tier 1.
• Manage and refine automated self-service workflows to ensure timely device setup and support. 3. 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 relating to 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 emerging issues. 4. Project Management (10%)
• Lead readiness projects for new semesters.
• Lead device rollouts as dictated by device refresh cycles. Other Duties:
• Performs other job-related duties as assigned.
• May provide after-hours coverage or on-call supervision as assigned.