IT Device Support Supervisor, ITS

Idaho State University; Pocatello (ID); Sur place; USD 60 000 - 65 000; Plein temps

Avantages offerts par ce poste

Health, dental, vision insurance

Life insurance

Disability plan

EAP

Retirement options

Generous PTO

Résumé du poste

Idaho State University in Pocatello is seeking an IT Device Support Supervisor to lead a mixed team of student workers and full-time staff. The role focuses on device management, tier-2 support, and policy-driven operational excellence within an on-campus ITS environment.

You will drive ongoing improvements, manage complex hardware/software issues, and maintain robust knowledge resources while collaborating with Infrastructure and Security teams to protect campus systems.

Qualifications

• Bachelor’s degree required or six years combined education, training, and experience considered.
• 3+ years IT device support experience with at least 1 year in a supervisory or lead role.
• Deep knowledge of Windows, macOS, Linux, iOS, Android and MDM.
• Experience with Enterprise systems (O365, Google Workspace, Box).

Responsabilités

• Lead a team of 10–20 student employees and 2–4 full-time staff.
• Oversee day-to-day Device Services operations and resolve Tier 1 escalations.
• Maintain knowledge base and coordinate with Infrastructure and Security teams.
• Plan device rollouts and readiness projects for new semesters.

Connaissances

Team leadership

Device support

Operating systems

MDM

Hardware diagnostics

Office 365 / Workspace / Box

Hardware (Dell/Apple/Printers)

Formation

Bachelor’s degree or six years combined education/experience

Outils

O365

Google Workspace

Box

Description du poste

IT Device Support Supervisor, ITS

Pocatello - Main

NOT eligible for remote work, on-campus position

Priority Date: November 2, 2026

Institution Information

Idaho State University, established in 1901, is aCarnegie-classified doctoral research and teaching institution, with a culturebuilt on trust, compassion, stability, and hope. ISU serves over 12,000students in Pocatello, Meridian, Twin Falls, and Idaho Falls. Students andfaculty at ISU are leading the way in cutting-edge research and innovativesolutions. We are proud to offer exceptional academics nestled in the grand,natural beauty of the West. We invite you to apply to be a part of ourUniversity community!

Job Description

This is a promotional opportunity for currentemployees 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. 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. 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. 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. 4. Project Management (10%)
   • Lead readiness projects for new semesters.
   • Lead device rollouts as dictated by device refresh cycles.

Other Duties

• Perform other job-related duties as assigned.
• May provide after-hours coverage or on-call supervision as assigned.

Minimum Qualifications

• Current ISU Employee.
• Bachelor’s degree in a relevant field (in lieu of a Bachelor’s Degree, a minimum of six years combined education, training, and experience may be considered).
• Three (3+) years of experience in an IT device support environment, with at least 1 year in a supervisory or lead capacity.
• Deep knowledge of operating systems (Windows, macOS, Linux, iOS, Android), mobile device management (MDM), and hardware diagnostics.
• Experience with Enterprise systems (O365, Google Workspace, Box).
• Experience with various hardware (Dell, Apple, printers).

Preferred Qualifications

• Previous experience working in a Higher Education setting.
• Proven experience managing or mentoring student/intern teams.

Salary

Salary will be between $60,000 - $65,000 per year,commensurate with education and experience.

Benefits

• comprehensive health, dental, and vision
• life insurance
• disability plan
• employee assistance program (EAP)
• excellent retirement options and company contribution
• generous paid time off/sick leave accrual

All offers of employment are conditional pending the successful completion of a background investigation, provided by HireRight.

Posting Number: req2849

Type: Working 12 months per year

Position: Non-classified Staff

Division: Information Technology Services

Equal Opportunity Statement

Idaho State University is an Equal Employment Opportunity employer, including Veterans and individuals with disabilities.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact [phone] (TTY/TTD: 711), or email [e-mail].

Preference may be given to veterans who qualify under state and federal laws and regulations.