What are the responsibilities and job description for the IT Service Desk Supervisor position at Utah State University Space Dynamics Laboratory?
Job ID: 5421
Date Posted: November 13, 2025
We are seeking a full-time, customer-service oriented, IT Service Desk Supervisor to lead, train, and support a team of IT Support Technicians who serve the Space Dynamics Laboratory (SDL) employees.
Primary Responsibilities:
- Directs supervision of employees including selecting, mentoring, training, motivating, appraising, workload balancing, team building, scheduling, and other administrative functions
- Evaluates employee system needs and integration with current support capabilities
- Oversees day-to-day internal service and support operations
- Provides technical and troubleshooting assistance related to computer hardware, software, mobile devices, and other peripherals
- Manages inventory of systems, peripherals, and accessories
- Attains in-depth knowledge of company processes, systems, networks, and teams
- Conducts research on emerging products and solutions
- Identifies improvements to internal processes and enhances customer productivity
- Develops and monitors team performance metrics
- Reviews Service Desk documentation proactively to ensure it is clear and current
- Fosters positive team environment
- Focuses on customer satisfaction
Required Qualifications:
- 6 or more years' experience and a bachelor's degree in a related field OR 4 or more years' experience and a master's degree in a related field OR 11 or more years' experience and a high school diploma
- Must be a US citizen, permanent resident of the US, or other US person
- Experience providing technical support and troubleshooting computer hardware and software issues
- Strong, customer-focused interpersonal, written, and verbal communication skills
- Valid CompTIA Security (or equivalent) is required or must be obtained within 30 days of hire
- Proficiency in computer hardware/software troubleshooting and repair
- Ability and desire to continue learning new skills as systems grow and change
- Must be self-motivated and mature with a strong work ethic
- Must be professional, reliable, and detail oriented
- Team coordination or leadership experience
Preferred Qualifications:
- Industry certifications (ITIL, CompTIA A , CompTIA Linux , etc.)
- Knowledge of Linux environments such as CentOS, RHEL, and Ubuntu
- Experience with ITSM management such as Atlassian or ServiceNow
- Comfortable with creating, maintaining, and following procedural documentation
*Salary Range
- $69,000 - $84,000
- Salary commensurate based on education and relevant experience
This range serves as a general guideline and may vary based on factors such as role, level, location, market conditions, and individual qualifications, including job-related skills, experience, and relevant education or training. The range displayed in the job advertisement reflects the minimum and maximum target salaries across all US locations. Specific salary details for a candidate's preferred location can be provided by the recruiter or HR manager during the hiring process.
Why Join SDL?
*SDL offers competitive salaries and a comprehensive benefits package. Visit our Benefits Page to learn more about what we offer.
SDL delivers advanced multi-domain solutions to protect national security and enable scientific discovery. Our expertise in satellites, sensors and instruments, ground systems and data processing, and autonomous systems plays a critical role in missions supporting NASA and the Department of Defense. Join our team of engineers, scientists, technicians, and business professionals in our seventh decade of delivering mission success.
At SDL, we strive to uphold a culture of respect, collaboration, empowerment, and accountability. We listen with open minds, seek to understand diverse perspectives, and engage in thoughtful dialogue. We work together by sharing knowledge, involving others, and offering support. We trust and empower our team members to take ownership, act with integrity, and be accountable. Above all, we deliver on our commitments to each other and to our mission partners.
The application window for this position is expected to remain open for approximately 14 days. However, it may be shortened or extended depending on business needs and the availability of qualified candidates. We encourage interested candidates to submit their applications promptly.
For questions, assistance, or accommodation with the application process or the DoD SkillBridge program, please contact employment@sdl.usu.edu.
EOE including Disability and Vet
Salary : $69,000 - $84,000