IT Device Support Supervisor, ITS

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.

Pocatello - Main

NOT eligible for remote work, on-campus position

Priority Date: November 2, 2026

Institution Information

Idaho State University, established in 1901, is a

Carnegie-classified doctoral research and teaching institution, with a culture

built on trust, compassion, stability, and hope. ISU serves over 12,000

students in Pocatello, Meridian, Twin Falls, and Idaho Falls. Students and

faculty at ISU are leading the way in cutting-edge research and innovative

solutions. 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 our

University community!

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

• 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.
• 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.
• 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.
• 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.

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.

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.

Posting Number: req2849

Type: Working 12 months per year

Position: Non-classified Staff

Division: Information Technology Services

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 (208) 334-2263 (TTY/TTD: 711), or email [email protected].

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

_____________________________________________________________________________________________