Service Center Tech IV Lead

Wichita Tribal Enterprise•Albuquerque, NM

5d•$85,000 - $94,000•Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is hiring a Service Center Technician IV Lead to provide senior-level technical support and operational leadership for the Department of the Interior / Indian Affairs (DOI/IA) user community. The role provides advanced Tier III/IV support, resolves complex hardware, software, operating-system, and network issues, and leads Service Center Technicians in delivering efficient, high-quality IT support. The Lead provides technical guidance, mentoring, task coordination, and escalation management, and works with Federal Functional Leads, technical teams, and other stakeholders to support daily operations, monitor service delivery, and identify improvements. The role also oversees incident and service-request handling, reporting, asset accountability, and performance management. It supports compliance with applicable federal cybersecurity policies, including NIST SP 800-53 and FISMA, and contributes to approved security configurations, updates, vulnerability remediation, endpoint protection, and ongoing process improvement. The position is primarily based in a professional office or federal government facility, with possible travel between facilities, limited field or mixed-environment work, and extended or irregular hours to support mission-critical operations. Applicants must be U.S. citizens and able to obtain and maintain the clearance required by the supported contract. They must complete pre-employment screening and a government background investigation, maintain confidentiality, and comply with applicable federal, contractual, and company requirements.

Requirements

Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; alternatively, a relevant technical certification or equivalent combination of education and experience.
At least five years of professional computer support or IT technical support experience.
Experience providing advanced troubleshooting and support in a Service Center or enterprise IT environment.
Experience supporting standalone and networked computer systems, operating systems, and enterprise applications.
Demonstrated experience in technical leadership, mentoring, or team coordination.
Experience managing escalated incidents, coordinating technical resolutions, and supporting service-delivery requirements.
Advanced knowledge of desktop support, computer hardware, software applications, and operating systems.
Strong understanding of standalone and networked computer systems, including LAN and WAN environments.
Proficiency troubleshooting Microsoft Windows operating systems and enterprise IT applications.
Working knowledge of networking fundamentals, connectivity troubleshooting, and email systems and standards.
Ability to diagnose, analyze, and resolve complex technical issues using advanced troubleshooting techniques.
Familiarity with IT service management practices, incident tracking, escalation procedures, and SLA requirements.
Ability to prioritize competing assignments, coordinate resources, and maintain service-delivery standards.
Strong analytical, organizational, problem-solving, and decision-making skills.
Excellent written and verbal communication skills and a strong customer-service orientation.
Ability to work independently with minimal supervision while guiding other technical personnel.
Ability to prepare technical documentation, operational reports, and performance metrics.
U.S. citizenship.
Ability to obtain and maintain the government security clearance required by the supported contract.
Successful completion of required pre-employment screening and government background investigation.
Ability to comply with cybersecurity, confidentiality, government, contractual, and company requirements.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
Experience supporting IT Service Centers in multi-server or large enterprise environments.
Experience leading, mentoring, or coordinating technical support teams.
Experience using ServiceNow, Remedy, or similar IT service management platforms.
Experience supporting DOI, Indian Affairs, or other federal government agencies.
Familiarity with NIST SP 800-53, FISMA, and federal cybersecurity requirements.
Experience preparing operational reports, analyzing performance metrics, and implementing process improvements.
CompTIA A+ certification.
CompTIA Network+ certification.
CompTIA Security+ certification.
Microsoft technical certifications.

Responsibilities

Provide advanced Tier III/IV support for complex and escalated IT incidents and service requests.
Diagnose and resolve complex hardware, software, operating-system, network-connectivity, Windows, email, and enterprise-application issues.
Support standalone and networked computer systems, including LAN and WAN environments.
Serve as a senior escalation resource for technicians handling Tier I–III incidents and coordinate with specialized technical teams as needed.
Perform root-cause analysis of recurring issues and recommend corrective actions.
Provide day-to-day technical leadership, mentoring, and guidance to Service Center Technicians.
Assist Federal Functional Leads with assignment prioritization, resource coordination, and Service Center activities.
Distribute and track service requests and help manage workload to support timely resolution.
Facilitate team meetings, technical discussions, knowledge-sharing sessions, and operational coordination.
Promote consistent customer-service practices, technical standards, and procedures, and identify staff training needs.
Monitor, track, and document incidents, service requests, remediation activities, and resolutions in designated IT service management systems.
Ensure incidents and requests are categorized, prioritized, escalated, and resolved in accordance with SLAs.
Prepare and maintain operational reports on ticket volumes, resolution times, support activity, property accountability, and service performance.
Analyze performance metrics to identify trends, recurring issues, and inefficiencies; recommend and implement improvements.
Assist with IT asset tracking, equipment accountability, inventory management, and related reporting.
Support operational planning, workload management, and resource coordination.
Ensure operations comply with IT policies, SOPs, technical standards, and contractual requirements.
Support NIST SP 800-53, FISMA, and federal cybersecurity compliance requirements.
Assist with approved security configurations, system updates, vulnerability remediation, and endpoint protection procedures.
Develop, review, and maintain technical documentation, troubleshooting guides, knowledge-base articles, and Service Center procedures.
Report potential security incidents, vulnerabilities, and unauthorized activities according to established procedures.
Communicate with federal leadership, technical teams, end users, and other stakeholders; provide timely updates on escalations and resolutions.
Explain complex technical information clearly to technical and nontechnical audiences and participate in operational reviews and service-improvement meetings.