Service Center Tech IV Lead at Wichita Tribal Enterprise – Albuquerque, New Mexico

Wichita Tribal Enterprises, A Quivera Enterprises subsidiary, is seeking a Service Center Technician IV Lead to support the Department of the Interior / Indian Affairs (DOI/IA) user base. This role provides senior-level Tier III/IV technical support, handling the most complex IT issues while leading Service Center Technicians in delivering high-quality support services.

The Service Center Technician IV Lead serves as a technical and operational leader within the Service Center, responsible for advanced troubleshooting, team coordination, task prioritization, and collaboration with Federal Functional Leads. This position plays a critical role in ensuring efficient Service Center operations, high customer satisfaction, and continuous process improvement.

• Provide advanced technical support for the most complex and escalated IT issues across the user base
• Lead, mentor, and guide Service Center Technicians (Tier I–III) in delivering effective and timely support services
• Troubleshoot and support standalone and networked computer systems, including LAN/WAN environments
• Diagnose and resolve complex hardware, software, and network-related issues
• Manage, track, and document incidents, remediation efforts, and customer satisfaction metrics using a structured ticketing system
• Independently analyze and resolve operational issues impacting Service Center performance
• Assist the Federal Functional Lead in prioritizing tasks and coordinating Service Center activities
• Generate reports on technical support activity, property accountability, and operational performance
• Lead meetings, technical discussions, and event coordination activities
• Ensure adherence to Service Center processes, procedures, and service level expectations
• Drive continuous improvement initiatives, including process optimization and service delivery enhancements
• Maintain clear, professional communication with technical and non-technical stakeholders

• Associate’s degree (Bachelor’s degree preferred) or Certificates from a technical training institute, or equivalent combination of education and experience
• Minimum of five (5) years of computer support experience
• Must be a U.S. Citizen
• Must have the ability to obtain and maintain a government security clearance
• Familiarity with:
  • Standalone and networked computer systems
  • Local Area Networks (LAN) and Wide Area Networks (WAN)
• Strong working knowledge of PC operating systems (e.g., Windows)
• Understanding of networking fundamentals and email systems/standards
• Demonstrated leadership or team coordination experience in a Service Center environment
• Strong analytical, problem-solving, and organizational skills
• Excellent written and verbal communication skills
• Ability to work independently and lead technical efforts
• Strong customer service orientation and professional demeanor

• At least five (5) years of specialized experience supporting a Service Center in a multi-server environment
• Experience leading or mentoring technical support teams
• Familiarity with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Remedy)
• Experience supporting DOI, federal, or large enterprise environments
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
• Experience in reporting, operational analysis, and process improvement initiatives

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Business. Quivera Enterprises LLC and its subsidiaries are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, age, or status as a qualified individual with a disability or protected veteran.