Service Center Tech IV Lead

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 Service Center Technician IV Lead is responsible for providing advanced Tier III/IV technical support, resolving complex hardware, software, and network-related issues, and leading Service Center Technicians in delivering efficient, high-quality IT support services.

This position serves as a technical and operational leader within the Service Center, providing guidance, mentoring, task coordination, and escalation management. Working closely with Federal Functional Leads, technical teams, and other stakeholders, the Service Center Technician IV Lead supports daily operations, monitors service delivery performance, and identifies opportunities for continuous improvement.

The successful candidate must demonstrate advanced technical troubleshooting capabilities, strong leadership and communication skills, and the ability to manage competing priorities in a fast-paced federal IT environment while ensuring compliance with applicable cybersecurity requirements and service-level agreements (SLAs).

Essential Duties and Responsibilities

Technical Support and Escalation Management

• Provide advanced Tier III/IV technical support for complex and escalated IT incidents and service requests.

• Diagnose, troubleshoot, and resolve complex hardware, software, operating system, and network connectivity issues.

• Support standalone and networked computer systems, including Local Area Networks (LANs) and Wide Area Networks (WANs).

• Troubleshoot Microsoft Windows operating systems, email systems, and enterprise applications.

• Serve as a senior technical escalation resource for Service Center Technicians supporting Tier I–III incidents.

• Coordinate with network, systems administration, cybersecurity, and other technical teams to resolve issues requiring specialized support.

• Identify recurring technical problems, perform root cause analysis, and recommend corrective actions to improve system reliability and service delivery.

Leadership and Team Coordination

• Provide day-to-day technical leadership, mentoring, and guidance to Service Center Technicians.

• Assist Federal Functional Leads with prioritizing assignments, coordinating technical resources, and managing Service Center activities.

• Support the distribution and tracking of service requests to ensure timely resolution and efficient workload management.

• Facilitate team meetings, technical discussions, knowledge-sharing sessions, and operational coordination activities.

• Provide technical guidance and assistance to team members in resolving complex incidents and troubleshooting challenges.

• Promote consistent customer service practices, technical standards, and operational procedures across the Service Center.

• Identify training needs and support the professional development of Service Center personnel.

Service Center Operations and Performance Management

• Monitor, track, and document technical incidents, service requests, remediation activities, and resolutions within designated IT service management systems.

• Ensure incidents and service requests are properly categorized, prioritized, escalated, and resolved in accordance with established SLAs.

• Generate and maintain operational reports related to ticket volumes, resolution times, technical support activities, property accountability, and service delivery performance.

• Analyze Service Center performance metrics to identify trends, recurring issues, and operational inefficiencies.

• Recommend and implement corrective actions to improve service quality, operational efficiency, and customer satisfaction.

• Assist with IT asset tracking, equipment accountability, inventory management, and related reporting requirements.

• Support Service Center operational planning, workload management, and resource coordination.

Process Improvement and Cybersecurity Compliance

• Ensure Service Center operations comply with established IT policies, standard operating procedures (SOPs), technical standards, and contractual requirements.

• Support compliance with applicable National Institute of Standards and Technology (NIST) Special Publication 800-53 security and privacy controls.

• Follow applicable requirements under the Federal Information Security Modernization Act (FISMA) and federal cybersecurity policies.

• Assist with implementing approved security configurations, system updates, vulnerability remediation, and endpoint protection procedures.

• Identify opportunities to improve technical support workflows, incident management processes, and operational performance.

• Develop, review, and maintain technical documentation, troubleshooting guides, knowledge base articles, and Service Center procedures.

• Support continuous improvement initiatives designed to enhance customer service, operational consistency, and technical support capabilities.

• Report potential security incidents, vulnerabilities, and unauthorized activities in accordance with established procedures.

Communication and Stakeholder Coordination

• Maintain professional communication with federal leadership, technical teams, end users, and other stakeholders.

• Coordinate with Federal Functional Leads regarding operational priorities, technical issues, service delivery performance, and resource requirements.

• Provide timely updates on escalated incidents, technical challenges, and resolution activities.

• Translate complex technical information into clear, actionable guidance for technical and nontechnical audiences.

• Participate in operational reviews, technical discussions, and service improvement meetings as required.

Required Skills and Abilities

• Advanced knowledge of desktop support, computer hardware, software applications, and operating systems.

• Strong understanding of standalone and networked computer systems, including LAN and WAN environments.

• Proficiency in troubleshooting Microsoft Windows operating systems and enterprise IT applications.

• Working knowledge of networking fundamentals, connectivity troubleshooting, and email systems and standards.

• Ability to diagnose, analyze, and resolve complex technical issues requiring advanced troubleshooting techniques.

• Demonstrated ability to provide technical leadership, mentoring, and operational coordination within an IT Service Center environment.

• 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.

• Strong customer service orientation with the ability to interact professionally with government personnel and technical stakeholders.

• 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.

Education and Experience

Education:

• 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.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

Experience:

• Minimum of five (5) years of professional computer support or IT technical support 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.

Preferred Qualifications:

• Experience supporting IT Service Centers operating within multi-server or large enterprise environments.

• Experience leading, mentoring, or coordinating technical support teams.

• Experience using IT service management platforms, including ServiceNow, Remedy, or similar ticketing systems.

• Experience supporting the Department of the Interior (DOI), Indian Affairs (IA), 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+

  • Microsoft technical certifications

Work Environment

• Work is primarily performed in a professional office or federal government facility.

• The position requires frequent interaction with Service Center personnel, federal leadership, technical teams, and government end users.

• Work involves managing multiple technical support priorities in a fast-paced, mission-driven environment.

• Occasional travel between government facilities or support locations may be required.

• Extended or irregular work hours may be necessary to support mission-critical operations, technical emergencies, or scheduled maintenance activities.

• Depending on assignment, limited work in field or mixed environments may be required.

Special Requirements

• U.S. Citizenship Required.

• Must have the ability to obtain and maintain the government security clearance required by the supported contract.

• Must successfully complete all required pre-employment screening and government background investigation requirements.

• Must comply with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA.

• Must maintain confidentiality regarding government systems, personnel, technical information, and sensitive program data.

• Must comply with all applicable government, contractual, and company policies and procedures.

• Must be able to support operational requirements and work schedules established by the supported federal contract.

Physical Demands

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

IT / Office Environment

• Prolonged periods of sitting, typing, and working on a computer.

• Occasional walking, standing, bending, reaching, and lifting.

• Ability to lift and move equipment weighing up to 15 pounds, with occasional heavier lifting as required.

• Visual acuity sufficient for computer use, technical troubleshooting, and equipment identification, including close, distance, and color vision.

• Ability to communicate effectively in a professional office environment.

• Occasional travel and extended work hours may be required.

Equal Employment Opportunity (EEO) and Indian Preference

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.

Dream. Grow. Thrive.

Job descriptions are intended to identify the primary duties, responsibilities, qualifications, and requirements of a position and assist in determining appropriate compensation. They are not intended to represent a complete list of all duties and responsibilities. Quivera Enterprises, LLC, and its subsidiaries reserve the right to modify, add, or remove duties and responsibilities based on business needs, contractual requirements, and management discretion.