IT Device Support Supervisor
Listed on 2026-10-29
-
IT/Tech
-
Management
Pocatello - Main
NOT eligible for remote work, on-campus position
Priority Date:
November 2, 2026
Idaho State University, established in 1901, is aCarnegie-classified doctoral research and teaching institution, with a culture built on trust, compassion, stability, and hope. ISU serves over 12,000students 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- 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.
- 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.
- 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.
- Lead readiness projects for new semesters.
- Lead device rollouts as dictated by device refresh cycles.
- Perform other job-related duties as assigned.
- May provide after-hours coverage or on-call supervision as assigned.
- 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).
- Previous experience working in a Higher Education setting.
- Proven experience managing or mentoring student/intern teams.
Salary will be between $60,000 - $65,000 per…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).