Service Center Tech IV Lead

Job Description Job SummaryWichita 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.NIST SP 800-53 Compliance RequirementAll 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.Key ResponsibilitiesTechnical Support & EscalationProvide advanced Tier III/IV technical support for complex and escalated IT issuesTroubleshoot standalone and networked systems, including LAN/WAN environmentsDiagnose and resolve complex hardware, software, and network-related issuesLeadership & Team CoordinationLead, mentor, and guide Service Center Technicians (Tier I–III)Assist Federal Functional Lead in prioritizing tasks and coordinating Service Center operationsFacilitate team meetings, technical discussions, and operational coordination activitiesOperations & Performance ManagementManage, track, and document incidents, remediation efforts, and performance metrics within ticketing systemsGenerate reports on technical support activity, property accountability, and operational performanceAnalyze Service Center performance and resolve operational inefficienciesProcess Improvement & ComplianceEnsure adherence to Service Center processes, procedures, and SLA requirementsDrive continuous improvement initiatives and service delivery enhancementsMaintain compliance with organizational IT policies, cybersecurity standards, and federal requirementsCommunication & Stakeholder EngagementMaintain clear, professional communication with technical and non-technical stakeholdersSupport coordination with federal leadership and cross-functional teamsRequired QualificationsU.S. Citizenship requiredMust have the ability to obtain and maintain a government security clearanceAssociate's degree, technical certification, or equivalent combination of education and experience (Bachelor's preferred)Minimum of 5 years of computer support experienceTechnical Knowledge:Standalone and networked computer systemsLocal Area Networks (LAN) and Wide Area Networks (WAN)PC operating systems (e.g., Microsoft Windows)Networking fundamentals and email systems/standardsCore Competencies:Demonstrated leadership or team coordination experience in a Service Center environmentStrong analytical, problem-solving, and organizational skillsExcellent written and verbal communication skillsAbility to work independently and lead technical effortsStrong customer service orientation and professional demeanorPreferred QualificationsExperience supporting Service Centers in multi-server or enterprise environmentsExperience leading or mentoring technical support teamsFamiliarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)Experience supporting DOI, federal, or large enterprise environmentsRelevant certifications:CompTIA A+CompTIA Network+CompTIA Security+Microsoft certificationsExperience in reporting, operational analysis, and process improvement initiativesPhysical Demands – IT / Office RoleThis 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 requiredAbility to communicate effectively in a professional office environmentOccasional travel and extended hours may be requiredPhysical Demands – Construction / Field RoleThis role may include work in field or mixed environments depending on assignment.Frequent walking, standing, climbing, and working on uneven terrainAbility to use ladders, scaffolding, and wear required PPEAbility to lift up to 50 poundsAbility to communicate effectively in active environmentsTravel and extended/irregular hours may be requiredEqual Employment Opportunity StatementQuivera 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.