IT Client Support Center Supervisor
Listed on 2026-06-06
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IT/Tech
IT Support, Systems Administrator, Technical Support
Job Description
This is a promotional opportunity for current employees of Idaho State University only.
The IT Client Support Supervisor provides operational leadership and strategic direction for the University’s primary point of contact for technical support. This role manages a 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. You will ensure the "front door" of IT is efficient, empathetic, and equipped to handle everything from routine password resets to complex classroom technology failures.
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- 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-1 support.
- Manage complex shift scheduling to ensure coverage across multiple channels (Phone, Chat, Email, and Walk-in).
- Supervise the day-to-day operations of the Service Desk Call Center staff to maximize team effectiveness and meet business needs.
- Oversee the daily lifecycle of the ITSM ticketing system (e.g., Team Dynamix).
- Manage and refine automated self-service workflows to reduce ticket volume for routine requests.
- Monitor KPIs, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Average Speed to Answer (ASA).
- Act as the final escalation point for "high-touch" users, including University Executives and Faculty during critical academic periods.
- Resolve escalated problems referred by subordinate staff and notify 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.
- Partner with Infrastructure and Security teams to communicate campus-wide outages or cybersecurity threats.
- Collaborate with other ITS Supervisors on emerging trends, workarounds, and fixes emerging issues.
- Lead readiness projects for new semesters.
- Represent the Service Desk in cross-departmental meetings regarding new software rollouts (e.g., LMS migrations or MFA updates).
- Perform other job-related duties as assigned.
- Coordinate scripted call center communications in the event of an emergency.
- Update outgoing messages regarding University hours of operation and closures.
- May provide after-hours coverage or on-call supervision as assigned.
- Current permanent, benefited employee of ISU (promotional opportunity).
- At least a Bachelor’s degree in a relevant field or equivalent professional experience.
- At least three (3) years of experience in an IT support or call center environment, with at least one (1) year in a supervisory or lead capacity.
- Technical proficiency: advanced troubleshooting of Windows, macOS, and mobile devices.
- Experience with Enterprise systems (O365, Google Workspace, Box).
- Familiarity with ticketing systems (Team Dynamix) and identity management systems (Fischer).
- ITIL 4 Foundation Certification or higher.
- Experience working in a Higher Education setting.
- Proven experience managing or mentoring students and/or interns.
Submit your CV/resume, cover letter, and list of three (3) professional references, including current contact information. The position will remain open until filled; priority consideration will be given to applications received on or before June 16, 2026.
Salary will be between $57,000 and $62,000 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 Hire Right.
Equal Employment OpportunityIdaho 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 (TTY/TTD: 711), or email ada.coordinator ho.gov.
Preference may be given to veterans who qualify under state and federal laws and regulations.
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