Supervisor, Information Technology

Arizona State University

Supervisor, Information Technology

Campus: Tempe

JR104773

End Date: April 26, 2025

Position Overview:

ASU is the largest state university and has for 10 years in a row been recognized by US News and World Report as the most innovative university. Enterprise Technology (ET), helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience.

ET Desktop Services at Arizona State University is hiring a Supervisor of Information Technology to lead a team of IT professionals in support while fostering a growth-oriented environment that encourages continuous learning and professional development. The supervisor, Information Technology plays a pivotal role in managing a team of IT technicians to ensure effective resolution of hardware, software, and network issues. They are responsible for the training, scheduling, and performance evaluation of their team, while also focusing on optimizing support processes and workflows for enhanced service delivery. The supervisor enforces IT policies, manages security protocols, oversees the inventory of IT assets, and allocates budget and resources efficiently. Additionally, they maintain high levels of customer service, engage in strategic collaborations with other departments, and ensure continuous team development by staying current with emerging technologies and best practices in IT support. This role is crucial for maintaining operational excellence and aligning support services with broader organizational goals.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

What's in it for you:

• Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes:
• Opportunities for professional development
• ASU Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Low-cost health, dental, vision, and life insurance benefits available as early as first pay period and within 30 calendar days of hire.
• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Disability and leave program for income protection.
• Employee assistance for free and confidential behavioral health services.
• Flexible work options may be available after successfully completing the initial 60-day training period.
• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only.
• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Apply before 11:59 PM Arizona time the day before the posted End Date.

Job Description:

Salary: $69,300 per year

Essential Duties:

• Directly oversees the day-to-day operations of the desktop support team, managing workflow, assigning tasks, and ensuring adherence to operational standards and deadlines. This includes hands-on management of technical and administrative functions to support small teams of technicians.
• Provides guidance, motivation, and direction to desktop support technicians, fostering a productive work environment and ensuring the team effectively resolves technical issues promptly. 
• Responsible for managing the success of staff by offering guidance, identifying promotional opportunities, and supporting professional development.
• Monitors and guides the resolution of technical issues across multiple platforms, including computers, peripherals, and mobile devices. Ensures accurate troubleshooting, diagnosis, and resolution of hardware and software problems, supporting the manager’s goal of high system reliability.
• Implements and ensures compliance with IT policies and procedures, playing a key role in the adoption of new policies to maintain uniformity and quality in service delivery.
• Identifies training needs and organizes sessions to enhance technical skills and knowledge of new technologies within the team, ensuring continuous professional growth.
• Conducts performance evaluations, provides feedback and improvement coaching, and reports assessments to management, aiding in decisions related to promotions, bonuses, and other personnel actions.
• Manages and escalates complex service issues, ensuring high-quality customer service and maintaining excellent service standards for customer satisfaction.
• Works closely with other teams, vendors, and organizations to identify, plan, and implement IT solutions for a variety of departmental needs.
• Acts as a communication bridge between the desktop support team and higher management, relaying team concerns, suggestions, and feedback.
• Maintains accurate records and generates detailed performance reports on support activities, system issues, and resolutions, which are crucial for managerial review and strategic planning.
• Manages the inventory of hardware, software, and accessories, initiating procurement and replacement processes to ensure availability and operational readiness in line with established policies and standards.
• Serves as a technical, process, and policy expert, providing guidance and consultation on hardware and software purchases, and maintaining updated technical documentation for process improvement.
• Prioritizes and resolves IT support requests via various channels such as chat, phone, email, and ticketing systems, troubleshooting issues and tracing network connectivity problems as needed.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.
• Collaborate across teams and actively participate in ET/ASU events and programs.

Desired Qualifications:

Knowledge and Work Experience

• Three (3) years of experience providing diagnostic and trouble-shooting support in a client server, cross platform environment, which includes one year of supervisory experience; OR any equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved.
• Several years of experience in IT support, with a significant portion in a supervisory or management role overseeing a technical support team.
• Experience providing technical customer service to a diverse customer base, ideally at ASU or at a similar higher education environment.
• Proven track record of managing small teams of IT technicians in troubleshooting hardware and software issues.
• Strong leadership and team management capabilities, skilled in supervising and motivating staff to achieve high performance.
• Experience in team building, conflict resolution, and the ability to self-manage and set department priorities to align with organizational goals.
• Expert knowledge of computer hardware, software, networks, and understanding of network administration.
• Experience with enterprise support technologies such as Intune, SCCM, JAMF, Active Directory, Group Policy, ServiceNow, etc.
• Proficiency in supporting multi-platform environments, including Windows 11 and Mac operating systems, as well as various email clients and file storage solutions.
• Strong understanding of networked environments using Active Directory, TCP/IP, Ethernet, and wireless configurations.
• A strong focus on customer service, managing and meeting client expectations, and handling complex service issues.
• Excellent verbal and written communication abilities, effective with both technical and non-technical stakeholders.
• Experience in maintaining service partnership relationships and ensuring compliance with service level agreements (SLAs).
• Strong analytical and problem-solving skills, with a demonstrated understanding of effective troubleshooting processes.
• Ability to implement creative solutions remotely and in-person and identify opportunities for support improvement.
• Ability to manage multiple projects, prioritize tasks effectively, and delegate to meet deadlines and organizational objectives.
• Leadership Skills and Competencies
• Demonstrated ability to maintain accurate records and generate detailed performance reports on support activities, system issues, and resolutions
• Proven ability to perform standard administrative functions including time management, performance coaching, and staff hiring. 
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or Certified Information Systems Security Professional (CISSP).​
• Proficient understanding of current and emerging computing technologies, operating systems, and software applications particularly in networked environments. 
• Awareness of future trends in computing and technology management practices is essential. ​
• Strong knowledge of management and supervisory principles, with demonstrated ability to effectively manage, supervise, and evaluate staff.
• Skilled in planning for information resources and technology, ensuring that technology initiatives align with organizational objectives. 
• Excellent skills in establishing and maintaining effective working relationships.
• Proficient in both verbal and written communication, capable of clearly conveying technical and non-technical information to a diverse audience, including clients and stakeholders. 
• Ability to effectively prioritize and manage one's own time and the time of direct reports, ensuring efficient project execution and deadline compliance. Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs.
• Ability to stimulate changes in individual, institutional and corporate behaviors to create a more sustainable environment.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs. ​

Working Environment: 

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse. 
• Required to stand for varying lengths of time and walk moderate distances to perform work. 
• Occasional bending, reaching, lifting, pushing and pulling up to 50 pounds. 
• Regular activities require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts. 
• Clearly communicate to perform essential functions.

About Enterprise Technology:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation!

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

• Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.
• Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.
• Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. 
• Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.
• World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.
• Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

Minimum Qualifications:

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Instructions to Apply

Current Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO:

https://www.myworkday.com/asu/d/inst/1$9925/9925$5450.htmld

To be considered, your application must include all of the following attachments: 

Cover letter

Resume/CV

Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position. Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.

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ASU Statement 

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe. 

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report 

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456. 

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement 

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement 

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

About Arizona State University

Recognized by U.S. News & World Report as the country’s most innovative school, Arizona State University is where students and faculty work with NASA to develop, advance and lead innovations in space exploration.

To view full description or to apply please click this link:

https://asu.wd1.myworkdayjobs.com/en-US/ASUStaffCareers/job/Campus-Tempe/Supervisor--Information-Technology_JR104773-2?q=JR104773