Computer Op IV in at Wichita Tribal Enterprise

Wichita Government Solutions, LLC, a Quivera Enterprise company, is seeking an experienced Computer Operator IV to provide leadership, technical oversight, customer support, and operational management for federal help desk and service desk activities. This position serves as a subject matter expert for supported applications and services and is responsible for coordinating with Government personnel, managing service desk operations, supporting reporting requirements, resolving escalated issues, training and mentoring staff, and identifying opportunities for process and service delivery improvements.

The Lead Customer Support Help Desk Agent maintains a high level of professionalism and customer service while ensuring accurate and timely ticket resolution, provisioning, reporting, staffing coverage, documentation, and quality assurance. The position requires strong written and verbal communication skills and the ability to independently develop clear instructions, standard operating procedures (SOPs), training materials, reports, and issue-resolution documentation.

• Serve as the lead point of accountability for assigned help desk and customer support personnel.
• Provide day-to-day oversight of Computer Operators and service desk agents.
• Serve as an escalation point for Tier I and Tier II service desk personnel.
• Maintain subject matter expertise in supported applications, systems, and services.
• Ensure tickets, requests, and provisioning activities are completed accurately and within established timeframes.
• Monitor service desk queues, ticket backlogs, aging tickets, and escalations.
• Ensure tickets are properly assigned, updated, tracked, and resolved.
• Provide proactive problem identification and develop appropriate mitigations or resolutions.
• Maintain a high level of customer service and professional etiquette when assisting end users.
• Support multiple technical help desks as operational needs require, including answering tickets, handling live calls, contacting users, and supporting printing and mail-processing activities.
• Act as an escalation point between customers, service desk personnel, and program management.
• Ensure successful onboarding and service delivery for program operations.

• Support and administer contact center technologies, including NICE inContact or similar platforms.
• Serve as an ITIL incident manager, service level manager, and continual process improvement manager for assigned service desk operations.
• Monitor call queues, ticket volumes, ticket close times, reopened tickets, and service levels.
• Review ticket backlogs daily and ensure tickets contain accurate and current status information.
• Analyze daily call statistics to ensure client Service Level Agreements (SLAs) and agent performance standards are achieved.
• Develop and recommend corrective action plans when performance or service levels require improvement.
• Monitor help desk mailboxes and ensure requests are processed in a timely manner.
• Support system testing and troubleshooting during system updates, outages, and other operational events.
• Coordinate account updates and access changes required for help desk personnel.

• Prepare daily, weekly, and monthly help desk and customer service reports.
• Track and analyze ticket volume, tagging, aging, close times, reopen rates, trends, and other performance metrics.
• Ensure customer reports are reviewed and delivered to program management within required timeframes.
• Conduct routine quality assurance reviews of tickets, calls, analysts, and operational processes.
• Assess quality metrics and identify opportunities for service delivery improvement.
• Conduct calibration meetings with supervisory staff and agents to promote consistent and accurate customer communications.
• Identify operational trends and provide recommendations to address recurring issues.
• Maintain reporting requirements and provide ticket and trend information during client and program meetings.
• Independently identify and advocate for appropriate process changes.
• Apply industry best practices to continuously improve service desk performance and quality.

• Lead, train, coach, and mentor service desk personnel.
• Develop and maintain SOPs, training materials, work instructions, and help desk documentation.
• Ensure program documentation remains accurate and current.
• Create new support documentation as operational requirements change.
• Identify and promote training opportunities to improve employee performance and service delivery.
• Participate in recruiting, interviewing, selection, orientation, and onboarding of new service desk personnel.
• Provide Tier I agents with guidance and subject matter expertise regarding supported systems and processes.

• Review staffing requirements and maintain appropriate help desk coverage.
• Develop and maintain volume forecasts to determine future staffing requirements and hiring recommendations.
• Develop help desk schedules, break and lunch schedules, holiday rotations, and coverage plans.
• Review leave requests and coordinate staffing coverage.
• Review employee time records and identify and reconcile timekeeping discrepancies.
• Verify attendance and hours worked and maintain appropriate records.
• Track employee leave, including vacation and sick leave.
• Compile employee time, production, payroll, performance, and attendance information as required.
• Verify and approve contract staff timesheets as authorized.
• Support onboarding and out-processing activities for contract personnel.
• Maintain applicable personnel and sign-in/sign-out records.
• Provide onsite management and operational support for assigned contract staff.

• Provide support for federal applicant help desk operations, including USAJOBS and Alternate Application processes.
• Assist applicants who are unable to apply online and identify required application documentation.
• Create and maintain applicable help desk tickets and provide applicants with required application instructions.
• Process applicant questionnaires and supporting documentation using designated systems.
• Review and research applicant issues using applicable staffing, application, and help desk systems.
• Troubleshoot applicant issues and reproduce reported errors when necessary.
• Coordinate with Government agencies regarding identified job announcement or application issues.
• Communicate resolutions or workarounds to applicants.
• Route escalated technical issues to the appropriate support teams.
• Process confidential applicant information in accordance with applicable requirements.
• Support written test receiving, tracking, scanning, verification, scoring verification, and recordkeeping.
• Support printing, verification, processing, and mailing of confidential Government materials.
• Operate and maintain applicable mailroom equipment.

• Manage and monitor eOPF Help Desk ticket activity and ensure tickets are addressed within required service levels.
• Assign and route eOPF tickets and escalations to appropriate personnel or groups.
• Track immediate-impact issues and escalated requests.
• Support agency and designated Point of Contact inquiries.
• Address issues beyond established Tier I procedures and guidelines.
• Manage required reminder and escalation communications.
• Develop and distribute eOPF training materials and knowledge resources.
• Provide training to help desk personnel.
• Monitor eOPF phone queues and report operational issues.
• Support system testing and troubleshooting during updates or outages.
• Ensure adequate staffing and operational coverage for eOPF support activities.

• Coordinate and communicate with the Contracting Officer's Representative (COR), program management, and other Government personnel.
• Attend client and program meetings and provide information regarding ticket activity, trends, service levels, and operational performance.
• Manage escalations received from program management and Government customers.
• Ensure customer satisfaction and timely resolution of operational issues.
• Support strategic planning and project management activities.
• Collaborate with technical and operational leadership on service desk, Network Operations Center (NOC), Security Operations Center (SOC), and related service delivery initiatives as assigned.

• High School Diploma required.
• Minimum of five (5) years of service desk or customer service management experience.
• Experience planning, implementing, and managing customer service systems.
• Experience addressing and resolving customer satisfaction issues.
• Experience reviewing operational data to identify trends and issues.
• Experience effectively reporting trends and performance information to program teams.
• Experience leading, training, and mentoring customer service or service desk personnel.
• Experience with Microsoft Office Suite.
• Experience with ticketing, contact center, or service management platforms.

• Strong customer service and technical aptitude.
• Strong leadership, team development, and problem-solving skills.
• Ability to independently manage priorities and resolve difficult customer or technical issues.
• Strong written and verbal communication skills.
• Ability to develop clear SOPs, instructions, training materials, and operational reports.
• Ability to analyze service desk metrics and recommend process improvements.
• Ability to effectively communicate with employees, management, Government personnel, and customers.
• Ability to manage multiple priorities in a fast-paced service desk environment.
• Strong organizational, scheduling, and workforce coordination skills.
• Ability to appropriately handle confidential personnel and applicant information.

• U.S. Citizenship.
• Must successfully complete required background screening and drug screening.
• Must sign and comply with applicable confidentiality agreements.
• Must maintain confidentiality regarding program, applicant, customer, and personnel matters.
• Must be available to support operational and staff needs outside normal business hours as required.

Work is primarily performed in a climate-controlled office and service desk environment with minimal safety or health hazards. The position requires frequent computer and telephone use and regular interaction with customers, employees, Government personnel, and program leadership. The noise level is generally moderate.

The physical demands described are representative of those required to successfully perform the essential functions of the position. The role is primarily sedentary and requires prolonged sitting, occasional walking and bending, frequent near vision for reading and computer use, and the ability to operate standard office equipment.

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Businesses. We are proud to be an Equal Opportunity Employer and are committed to creating an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local law.

As a tribally owned organization, Quivera Enterprises and its subsidiaries may apply Indian Preference in accordance with applicable tribal, federal, and contractual requirements where authorized by law.

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