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Service Center Tech IV Lead

6d3c3ae7 D68f 42ba 8b80 A61728680310 19000101 000001 · Albuquerque, NM, US, Albuquerque, NM · Active · $85,000–$95,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
Company6d3c3ae7 D68f 42ba 8b80 A61728680310 19000101 000001
TitleService Center Tech IV Lead
Normalized title-
Department / team-
LocationAlbuquerque, NM, United States
Work model-
Employment type-
Salary$85,000–$95,000 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-04-02 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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Linked records

Company6d3c3ae7 D68f 42ba 8b80 A61728680310 19000101 000001
Sourcec8e5ba7f-bbb9-4491-8ebf-b1aba980c472
ATS providerADP Workforce Now Recruiting

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.

Full job record

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Org ID8341309d-c27b-4e96-aa54-795f64948641
Source IDc8e5ba7f-bbb9-4491-8ebf-b1aba980c472
Board IDc8e5ba7f-bbb9-4491-8ebf-b1aba980c472
Provideradp_workforcenow
Provider Job Key550477
TitleService Center Tech IV Lead
Normalized Title—
Statusactive
Activeyes
Location TextAlbuquerque, NM, US, Albuquerque, NM
Department—
Team—
Employment Type—
Workplace Type—
Remote Policy—
CountryUnited States
RegionNM
CityAlbuquerque
Salary Raw85000.00 To 95000.00 (USD) Annually
Salary Min85,000
Salary Max95,000
Salary CurrencyUSD
Salary Periodyear
Source URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=6d3c3ae7-d68f-42ba-8b80-a61728680310&ccId=19000101_000001&lang=en_US&type=JS&jobId=550477&jwId=9201442469855_1
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First Seen At2026-05-31 18:54:48Z
Last Seen At2026-06-06 12:33:11Z
Last Checked At2026-06-06 12:33:11Z
Last Changed At2026-06-06 12:33:11Z
Inactive At—
Source Posted At2026-04-02 15:37:00Z
Source Updated At—
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    "requisitionDescription": "<div><div><h3 data-section-id=\"1c14gp9\" data-start=\"397\" data-end=\"418\" data-pasted=\"true\"><strong data-start=\"401\" data-end=\"416\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">Job Summary</span></strong></h3><p data-start=\"419\" data-end=\"803\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking a <strong data-start=\"502\" data-end=\"539\">Service Center Technician IV Lead</strong> 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.</span></p><p data-start=\"805\" data-end=\"1194\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">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.</span></p><hr data-start=\"1196\" data-end=\"1199\"><h3 data-section-id=\"1ems1lg\" data-start=\"1201\" data-end=\"1248\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1205\" data-end=\"1246\">NIST SP 800-53 Compliance Requirement</strong></span></h3><p data-start=\"1249\" data-end=\"1601\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">All personnel must operate within the <strong data-start=\"1287\" data-end=\"1328\">NIST SP 800-53</strong> framework developed by the <strong data-start=\"1356\" data-end=\"1397\">National Institute of Standards and Technology</strong>, ensuring compliance with federal cybersecurity requirements, including the <strong data-start=\"1474\" data-end=\"1515\">Federal Information Security Modernization Act</strong>. This includes adherence to technical, operational, and management security controls.</span></p><hr data-start=\"1603\" data-end=\"1606\"><h3 data-section-id=\"165gfiz\" data-start=\"1608\" data-end=\"1636\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1612\" data-end=\"1636\">Key Responsibilities</strong></span></h3><h4 data-start=\"1638\" data-end=\"1677\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1643\" data-end=\"1677\">Technical Support &amp; Escalation</strong></span></h4><ul data-start=\"1678\" data-end=\"1926\"><li data-section-id=\"7vtcwx\" data-start=\"1678\" data-end=\"1764\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Provide advanced Tier III/IV technical support for complex and escalated IT issues</li><li data-section-id=\"1330cog\" data-start=\"1765\" data-end=\"1846\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Troubleshoot standalone and networked systems, including LAN/WAN environments</li><li data-section-id=\"1cbag4n\" data-start=\"1847\" data-end=\"1926\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Diagnose and resolve complex hardware, software, and network-related issues</li></ul><h4 data-start=\"1928\" data-end=\"1967\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"1933\" data-end=\"1967\">Leadership &amp; Team Coordination</strong></span></h4><ul data-start=\"1968\" data-end=\"2228\"><li data-section-id=\"eri1pb\" data-start=\"1968\" data-end=\"2035\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Lead, mentor, and guide Service Center Technicians (Tier I&ndash;III)</li><li data-section-id=\"u7x3s4\" data-start=\"2036\" data-end=\"2135\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Assist Federal Functional Lead in prioritizing tasks and coordinating Service Center operations</li><li data-section-id=\"hn4fus\" data-start=\"2136\" data-end=\"2228\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Facilitate team meetings, technical discussions, and operational coordination activities</li></ul><h4 data-start=\"2230\" data-end=\"2274\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"2235\" data-end=\"2274\">Operations &amp; Performance Management</strong></span></h4><ul data-start=\"2275\" data-end=\"2570\"><li data-section-id=\"13sd4uc\" data-start=\"2275\" data-end=\"2387\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Manage, track, and document incidents, remediation efforts, and performance metrics within ticketing systems</li><li data-section-id=\"1w89qch\" data-start=\"2388\" data-end=\"2492\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Generate reports on technical support activity, property accountability, and operational performance</li><li data-section-id=\"1o58sz\" data-start=\"2493\" data-end=\"2570\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Analyze Service Center performance and resolve operational inefficiencies</li></ul><h4 data-start=\"2572\" data-end=\"2613\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"2577\" data-end=\"2613\">Process Improvement &amp; Compliance</strong></span></h4><ul data-start=\"2614\" data-end=\"2882\"><li data-section-id=\"1cja7rm\" data-start=\"2614\" data-end=\"2696\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ensure adherence to Service Center processes, procedures, and SLA requirements</li><li data-section-id=\"12p8lfz\" data-start=\"2697\" data-end=\"2775\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Drive continuous improvement initiatives and service delivery enhancements</li><li data-section-id=\"1mnrm4o\" data-start=\"2776\" data-end=\"2882\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Maintain compliance with organizational IT policies, cybersecurity standards, and federal requirements</li></ul><h4 data-start=\"2884\" data-end=\"2931\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"2889\" data-end=\"2931\">Communication &amp; Stakeholder Engagement</strong></span></h4><ul data-start=\"2932\" data-end=\"3100\"><li data-section-id=\"1lg2fon\" data-start=\"2932\" data-end=\"3024\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Maintain clear, professional communication with technical and non-technical stakeholders</li><li data-section-id=\"ad2bsn\" data-start=\"3025\" data-end=\"3100\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Support coordination with federal leadership and cross-functional teams</li></ul><hr data-start=\"3102\" data-end=\"3105\"><h3 data-section-id=\"1oxfx0t\" data-start=\"3107\" data-end=\"3138\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3111\" data-end=\"3138\">Required Qualifications</strong></span></h3><ul data-start=\"3140\" data-end=\"3442\"><li data-section-id=\"1kndh7n\" data-start=\"3140\" data-end=\"3173\" style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3142\" data-end=\"3171\">U.S. Citizenship required</strong></li><li data-section-id=\"v620ya\" data-start=\"3174\" data-end=\"3258\" style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3176\" data-end=\"3256\">Must have the ability to obtain and maintain a government security clearance</strong></li><li data-section-id=\"10tyav9\" data-start=\"3259\" data-end=\"3384\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Associate&rsquo;s degree, technical certification, or equivalent combination of education and experience (Bachelor&rsquo;s preferred)</li><li data-section-id=\"lcrllt\" data-start=\"3385\" data-end=\"3442\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Minimum of <strong data-start=\"3398\" data-end=\"3409\">5 years</strong> of computer support experience</li></ul><p data-start=\"3444\" data-end=\"3468\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"3444\" data-end=\"3468\">Technical Knowledge:</strong></span></p><ul data-start=\"3469\" data-end=\"3680\"><li data-section-id=\"h36nfs\" data-start=\"3469\" data-end=\"3514\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Standalone and networked computer systems</li><li data-section-id=\"249mei\" data-start=\"3515\" data-end=\"3573\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Local Area Networks (LAN) and Wide Area Networks (WAN)</li><li data-section-id=\"uuijtg\" data-start=\"3574\" data-end=\"3624\" style=\"font-size: 11px; 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font-family: verdana, sans-serif;\">Experience leading or mentoring technical support teams</li><li data-section-id=\"xi133f\" data-start=\"4229\" data-end=\"4311\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)</li><li data-section-id=\"10ei20l\" data-start=\"4312\" data-end=\"4384\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Experience supporting DOI, federal, or large enterprise environments</li><li data-section-id=\"p90bx6\" data-start=\"4385\" data-end=\"4506\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Relevant certifications:<ul data-start=\"4414\" data-end=\"4506\" style=\"font-size: initial; font-family: initial;\"><li data-section-id=\"1qi23pr\" data-start=\"4414\" data-end=\"4428\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">CompTIA A+</li><li data-section-id=\"8l30j4\" data-start=\"4431\" data-end=\"4451\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">CompTIA Network+</li><li data-section-id=\"js96rc\" data-start=\"4454\" data-end=\"4475\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">CompTIA Security+</li><li data-section-id=\"15ygbp3\" data-start=\"4478\" data-end=\"4506\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Microsoft certifications</li></ul></li><li data-section-id=\"1blqn4i\" data-start=\"4507\" data-end=\"4593\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Experience in reporting, operational analysis, and process improvement initiatives</li></ul><hr data-start=\"4595\" data-end=\"4598\"><h3 data-section-id=\"lx8k5u\" data-start=\"4600\" data-end=\"4643\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"4604\" data-end=\"4643\">Physical Demands &ndash; IT / Office Role</strong></span></h3><p data-start=\"4645\" data-end=\"4831\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">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.</span></p><ul data-start=\"4833\" data-end=\"5092\"><li data-section-id=\"4iafee\" data-start=\"4833\" data-end=\"4888\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to lift up to 15 pounds (occasionally more)</li><li data-section-id=\"lkko2g\" data-start=\"4889\" data-end=\"4959\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Visual acuity including close, distance, and color vision required</li><li data-section-id=\"wdnz3w\" data-start=\"4960\" data-end=\"5035\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to communicate effectively in a professional office environment</li><li data-section-id=\"v82wb0\" data-start=\"5036\" data-end=\"5092\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Occasional travel and extended hours may be required</li></ul><hr data-start=\"5094\" data-end=\"5097\"><h3 data-section-id=\"uuvii8\" data-start=\"5099\" data-end=\"5151\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"5103\" data-end=\"5151\">Physical Demands &ndash; Construction / Field Role</strong></span></h3><p data-start=\"5153\" data-end=\"5235\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">This role may include work in field or mixed environments depending on assignment.</span></p><ul data-start=\"5237\" data-end=\"5525\"><li data-section-id=\"db23et\" data-start=\"5237\" data-end=\"5308\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Frequent walking, standing, climbing, and working on uneven terrain</li><li data-section-id=\"1lcyk6j\" data-start=\"5309\" data-end=\"5371\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to use ladders, scaffolding, and wear required PPE</li><li data-section-id=\"1kfzjam\" data-start=\"5372\" data-end=\"5407\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to lift up to 50 pounds</li><li data-section-id=\"1oakb3d\" data-start=\"5408\" data-end=\"5469\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Ability to communicate effectively in active environments</li><li data-section-id=\"11of5p6\" data-start=\"5470\" data-end=\"5525\" style=\"font-size: 11px; font-family: verdana, sans-serif;\">Travel and extended/irregular hours may be required</li></ul><hr data-start=\"5527\" data-end=\"5530\"><h3 data-section-id=\"1r1749y\" data-start=\"5532\" data-end=\"5578\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\"><strong data-start=\"5536\" data-end=\"5578\">Equal Employment Opportunity Statement</strong></span></h3><p data-start=\"5580\" data-end=\"5699\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">Quivera Enterprises LLC and its subsidiaries are a <strong data-start=\"5631\" data-end=\"5698\">100% tribally owned, SBA-certified Small Disadvantaged Business</strong>.</span></p><p data-start=\"5701\" data-end=\"5997\"><span style=\"font-size: 11px; font-family: verdana, sans-serif;\">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.</span></p></div></div>\n",
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