Senior Service Center Lead – IT Support & Escalations

Quivera Enterprises, LLC; Albuquerque (NM); On-site; USD 85,000 - 94,000; Full time

Job summary

Quivera Enterprises LLC, through Wichita Tribal Enterprises, seeks a Service Center Tech IV Lead in Albuquerque to provide senior-level technical support and lead the Service Center team. You will diagnose complex hardware, software, and network issues, mentor technicians, and coordinate with Federal Leads to ensure timely resolutions.

The role emphasizes strong leadership, cybersecurity awareness, and adherence to SLAs within a fast-paced federal IT environment.

Qualifications

• Associate degree in IT, Computer Science, Information Systems, or related field, or equivalent experience.
• Five years of professional IT support experience, with advanced troubleshooting.
• Experience leading a service center or IT operations team.

Responsibilities

• Provide advanced Tier III/IV technical support for complex incidents.
• Lead and mentor Service Center Technicians in daily operations.
• Coordinate with cross-functional teams to resolve issues and meet SLAs.
• Manage incident escalation and performance metrics.

Skills

Desktop support

LAN/WAN

Windows troubleshooting

Leadership

ITSM

SLA adherence

Documentation

Effective communication

Education

Associate degree in IT or related field

Bachelor's degree preferred

Tools

ServiceNow

Remedy

Ticketing systems

Job description

Quivera Enterprises LLC, through Wichita Tribal Enterprises, seeks a Service Center Tech IV Lead in Albuquerque to provide senior-level technical support and lead the Service Center team. You will diagnose complex hardware, software, and network issues, mentor technicians, and coordinate with Federal Leads to ensure timely resolutions.

The role emphasizes strong leadership, cybersecurity awareness, and adherence to SLAs within a fast-paced federal IT environment.