Service Center Tech IV Lead

Wichita Tribal Enterprise•Albuquerque, NM

5d•Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced 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 effective IT support. It serves as a technical and operational leadership role, providing guidance, mentoring, task coordination, and escalation management while working with Federal Functional Leads, technical teams, and other stakeholders. The position also monitors service delivery and identifies opportunities for improvement while ensuring compliance with cybersecurity requirements and service-level agreements. Work is primarily performed in a professional office or federal government facility, with frequent interaction with Service Center personnel, federal leadership, technical teams, and government end users. The environment is fast-paced and mission-driven, with occasional travel between government facilities or support locations and potentially limited field or mixed-environment work. Extended or irregular hours may be necessary for mission-critical operations, emergencies, or scheduled maintenance. U.S. citizenship is required. The successful candidate must be able to obtain and maintain the government security clearance required by the supported contract, complete required pre-employment screening and background investigations, comply with federal cybersecurity and other applicable requirements, maintain confidentiality, and support schedules established by the contract. Physical demands include prolonged sitting, typing, and computer use; occasional walking, standing, bending, reaching, and lifting; and the ability to move equipment weighing up to 15 pounds, with heavier lifting occasionally required. Visual acuity and effective communication are also required. Quivera Enterprises, LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Businesses. The company is an Equal Opportunity Employer and may apply Indian Preference in accordance with applicable tribal, federal, and contractual requirements where authorized by law.

Requirements

Minimum of five years of professional computer support or IT technical support experience.
Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; or relevant technical certification or an equivalent combination of education and experience.
Experience providing advanced technical 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 providing technical leadership, mentoring, or team coordination.
Experience managing escalated incidents, coordinating technical resolutions, and supporting established service delivery requirements.
Advanced knowledge of desktop support, computer hardware, software applications, and operating systems.
Strong understanding of standalone and networked systems, including LAN and WAN environments.
Proficiency troubleshooting Microsoft Windows operating systems and enterprise IT applications.
Working knowledge of networking fundamentals, connectivity troubleshooting, email systems, and email standards.
Familiarity with IT service management practices, incident tracking, escalation procedures, and SLA requirements.
Ability to prioritize competing assignments, coordinate technical 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 providing direction and guidance to other technical personnel.
Ability to prepare technical documentation, operational reports, and performance metrics.
U.S. citizenship; ability to obtain and maintain the contract-required government security clearance and complete required pre-employment screening and background investigation.
Ability to comply with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA, and maintain confidentiality of government and sensitive program information.
Ability to support operational requirements and schedules established by the supported federal contract.
Ability to meet the stated physical demands, including prolonged computer work and occasional lifting of equipment up to 15 pounds, with heavier lifting as required.

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 IT service management platforms such as ServiceNow, Remedy, or similar ticketing systems.
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.
Relevant industry certifications, including CompTIA A+, CompTIA Network+, CompTIA Security+, or Microsoft technical certifications.

Responsibilities

Provide advanced Tier III/IV technical support for complex and escalated IT incidents and service requests.
Diagnose and resolve complex hardware, software, operating system, and network connectivity issues, including issues involving LANs, WANs, Windows, email, and enterprise applications.
Serve as a senior technical escalation resource for technicians supporting Tier I–III incidents and coordinate with specialized technical teams to resolve issues.
Identify recurring problems, conduct root cause analysis, and recommend corrective actions to improve reliability and service delivery.
Provide day-to-day technical leadership, mentoring, and guidance to Service Center Technicians.
Assist Federal Functional Leads with assignment prioritization, technical resource coordination, and Service Center activities.
Support distribution and tracking of service requests, workload management, team meetings, technical discussions, and knowledge-sharing activities.
Promote consistent customer service practices, technical standards, and operational procedures; identify training needs and support staff development.
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 established SLAs.
Generate and maintain operational reports covering ticket volumes, resolution times, support activities, property accountability, and service delivery performance.
Analyze performance metrics to identify trends, recurring issues, and inefficiencies; recommend and implement improvements to service quality, efficiency, and customer satisfaction.
Assist with IT asset tracking, equipment accountability, inventory management, operational planning, and resource coordination.
Ensure operations comply with IT policies, SOPs, technical standards, contractual requirements, NIST SP 800-53 controls, FISMA, and federal cybersecurity policies.
Assist with approved security configurations, system updates, vulnerability remediation, and endpoint protection procedures; report potential security incidents, vulnerabilities, and unauthorized activity.
Develop, review, and maintain technical documentation, troubleshooting guides, knowledge base articles, and Service Center procedures.
Communicate with federal leadership, technical teams, end users, and stakeholders; provide timely updates and translate technical information into actionable guidance.
Participate in operational reviews, technical discussions, and service improvement meetings as required.