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This role oversees daily service desk operations, drives ITSM best practices, and ensures fast, high‑quality technical support for clinical and administrative users. Other RequirementsEmployee must not be under sanction by the U.S. Department of Health and Human Services (OIG), the General Services Administration (GSA), or listed on the LEIE or any federal exclusion list.

Job Summary:
<p> </p><table style="width:817.641px;border-collapse:collapse;height:380px;border:medium none"><tbody><tr style="height:308px"><td style="width:809.453px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"><p>The Health Service Desk Supervisor leads a team of IT Help Desk Specialists who support the technology used across Cherokee Nation’s health system. This role oversees daily service desk operations, drives ITSM best practices, and ensures fast, high‑quality technical support for clinical and administrative users.</p><ul><li><div style="text-align:left">Lead, coach, and develop IT Help Desk Specialists; manage scheduling, workload balancing, and performance accountability.</div></li><li><div>Champion ITSM best practices aligned with ITIL or similar frameworks.</div></li><li><div>Develop, document, and enforce SOPs, escalation paths, and service desk workflows.</div></li><li><div>Administer and optimize the ITSM/ticketing platform for accurate logging, routing, and reporting.</div></li><li><div>Direct the full lifecycle of Incident Management to ensure timely and effective resolution.</div></li><li><div>Drive continuous improvement initiatives to increase first‑call resolution, reduce MTTR, and improve end‑user satisfaction.</div></li><li><div>Produce performance dashboards and reports for IT leadership, including incident volume, SLA adherence, and team productivity.</div></li><li><div>Oversee daily ticket assignment, tracking, and follow‑up.</div></li><li><div>Support installation, testing, and maintenance of hardware, software, and peripheral equipment as needed.</div></li></ul></td></tr><tr style="height:72px"><td style="width:809.453px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"> </td></tr></tbody></table>

Job Duties:
<table style="width:717px;height:670px;border:medium none"><tbody><tr style="height:342px"><td style="width:708.812px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"><ul><li><div>.</div></li></ul><pre> </pre></td></tr><tr style="height:59px"><td style="width:708.812px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"> </td></tr><tr style="height:59px"><td style="width:702.625px;padding:0in 5.4pt;border:medium none"> </td></tr><tr style="height:210px"><td style="width:702.625px;padding:0in 5.4pt;border:medium none"> </td></tr></tbody></table>

Qualifications:
<p> </p><table style="width:1619px;border-collapse:collapse;border:none;height:124px"><tbody><tr><td style="width:539.75pt;border:none;padding:0in 5.4pt 0in 5.4pt"><table style="width:642px;border-collapse:collapse;height:622.516px;border:medium none"><tbody><tr style="height:371px"><td colspan="2" style="width:633.812px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"><ul><li><div>Bachelor’s degree or equivalent combination of education and experience.</div></li><li><div>Minimum 3 years of IT support or service desk experience.</div></li><li><div>Leadership or team‑lead experience preferred.</div></li><li><div>Strong troubleshooting, customer service, and problem‑solving skills.</div></li><li><div>Familiarity with ITSM/ITIL frameworks.</div></li><li><div>Valid driver’s license and insurable driving record.</div></li></ul><p> </p><div><strong>Competencies</strong></div><ul><li><div>Ability to work effectively as part of a team</div></li><li><div>Strong customer service skills</div></li><li><div>Technical expertise and computer proficiency</div></li><li><div>Problem‑solving and debugging skills</div></li><li><div>Problem management and incident resolution</div></li></ul><p> </p><div><strong>Physical Requirements</strong></div><div>This position requires regular sitting, talking, and hearing. Occasional standing, walking, reaching, balancing, kneeling, crouching, or crawling may be required. Must be able to frequently lift up to 10 lbs. and occasionally lift up to 100 lbs.</div><div> </div><div> </div><div><strong>Other Requirements</strong></div><div>Employee must not be under sanction by the U.S. Department of Health and Human Services (OIG), the General Services Administration (GSA), or listed on the LEIE or any federal exclusion list.</div></td></tr><tr style="height:216.141px"><td style="width:306.594px;padding:0in 5.4pt;border:medium none"> </td><td style="width:306.656px;padding:0in 5.4pt;border:medium none"> </td></tr><tr style="height:15px"><td colspan="2" style="width:627.625px;padding:0in 5.4pt;border:medium none"> </td></tr><tr style="height:20.375px"><td colspan="2" style="width:627.625px;padding:0in 5.4pt;border:medium none"><p> </p></td></tr></tbody></table></td></tr></tbody></table>

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Supervisor, Health Service Desk Cherokee Nation

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