IT Client Support Center Supervisor, ITS (2904)

*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**.* **IT Client Support Center Supervisor, ITS (2904\)** Pocatello \- Main NOT eligible for remote work, on\-campus position Priority Date: June 16, 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! **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** 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\-1 support. * Manage complex shift scheduling to ensure coverage across multiple channels (Phone, Chat, Email, and Walk\-in). 2\. Operational Management (30%) * Supervises 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., TeamDynamix). * 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). 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