Service Center Tech IV Lead

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Full Time Professional Albuquerque, NM, US

3 days ago Requisition

Salary Range: $85,000.00 To $94,000.00 Annually

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).

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…