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

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, 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.

All personnel must operate within the NIST SP 800-53 framework developed by the National Institute of Standards and Technology, ensuring compliance with federal cybersecurity requirements, including the Federal Information Security Modernization Act. This includes adherence to technical, operational, and management security controls.

• Provide advanced Tier III/IV technical support for complex and escalated IT issues
• Troubleshoot standalone and networked systems, including LAN/WAN environments
• Diagnose and resolve complex hardware, software, and network-related issues

• Lead, mentor, and guide Service Center Technicians (Tier I–III)
• Assist Federal Functional Lead in prioritizing tasks and coordinating Service Center operations
• Facilitate team meetings, technical discussions, and operational coordination activities

• Manage, track, and document incidents, remediation efforts, and performance metrics within ticketing systems
• Generate reports on technical support activity, property accountability, and operational performance
• Analyze Service Center performance and resolve operational inefficiencies

• Ensure adherence to Service Center processes, procedures, and SLA requirements
• Drive continuous improvement initiatives and service delivery enhancements
• Maintain compliance with organizational IT policies, cybersecurity standards, and federal requirements

• Maintain clear, professional communication with technical and non-technical stakeholders
• Support coordination with federal leadership and cross-functional teams

• U.S. Citizenship required
• Must have the ability to obtain and maintain a government security clearance
• Associate’s degree, technical certification, or equivalent combination of education and experience (Bachelor’s preferred)
• Minimum of 5 years of computer support experience

Technical Knowledge:

• Standalone and networked computer systems
• Local Area Networks (LAN) and Wide Area Networks (WAN)
• PC operating systems (e.g., Microsoft Windows)
• Networking fundamentals and email systems/standards

Core Competencies:

• 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

• Experience supporting Service Centers in multi-server or enterprise environments
• Experience leading or mentoring technical support teams
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)
• Experience supporting DOI, federal, or large enterprise environments
• Relevant certifications:
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft certifications
• Experience in reporting, operational analysis, and process improvement initiatives

This position is primarily office-based and requires prolonged periods of sitting, typing, and working on a computer. Occasional walking, standing, bending, and reaching may be required.

• Ability to lift up to 15 pounds (occasionally more)
• Visual acuity including close, distance, and color vision required
• Ability to communicate effectively in a professional office environment
• Occasional travel and extended hours may be required

This role may include work in field or mixed environments depending on assignment.

• Frequent walking, standing, climbing, and working on uneven terrain
• Ability to use ladders, scaffolding, and wear required PPE
• Ability to lift up to 50 pounds
• Ability to communicate effectively in active environments
• Travel and extended/irregular hours may be required

Quivera Enterprises LLC and its subsidiaries are a 100% tribally owned, 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 without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.