Service Center Tech IV Lead

Job Description Job Description Job Summary 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.
NIST SP 800-53 Compliance Requirement 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.
Key Responsibilities Technical Support & Escalation 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
Leadership & Team Coordination 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
Operations & Performance Management 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
Process Improvement & Compliance 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
Communication & Stakeholder Engagement Maintain clear, professional communication with technical and non-technical stakeholders
Support coordination with federal leadership and cross-functional teams
Required Qualifications 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
Preferred Qualifications 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
Physical Demands – IT / Office Role 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
Physical Demands – Construction / Field Role 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
Equal Employment Opportunity Statement 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.