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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 diverse 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.

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 populations.

Additional Information

You must submit your CV/resume, cover letter, and list of three (3) professional references, including current contact information. This position will remain open until it is filled; however, priority consideration will be given to applications received on or before November 2, 2026. Salary will be between $60,000 - $65,000 per year, commensurate with education and experience. Benefits include comprehensive health, dental, and vision; life insurance; disability plan; employee assistance program (EAP); excellent retirement options and company contribution; and generous paid time off/sick leave accrual. All offers of employment are conditional pending the successful completion of a background investigation, provided by HireRight.

Note: Thank you for your interest in positions at Idaho State University. Once you have applied, the most updated information on the status of your application can be found by logging into your profile and reviewing your status. For answers to additional questions, please review our frequently asked questions.