Senior Help Desk Lead - Tier III (ITSM)

Code Plus Inc; Merrifield (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

CODE Plus, Inc. is seeking a Team Lead/Tier III Help Desk Technician in Fairfax, VA. The role focuses on advanced troubleshooting, escalation management, and guiding Tier I/II staff to ensure service quality.

The position requires 5–8+ years of IT support experience, proficiency with Windows environments, and familiarity with ITSM platforms like ServiceNow. A Public Trust clearance is required for this federal contractor role and onsite work at Navy Shipyard locations is expected.

Qualifications

• 5-8+ years of progressive IT support experience incl. Tier II/Tier III troubleshooting.
• Senior technician, lead, or informal team mentor.
• Strong knowledge of Windows OS, enterprise apps, identity/access management, and end-user devices.

Responsibilities

• Serve as the final escalation point for unresolved incidents from Tier I and Tier II technicians.
• Lead resolution of high-impact incidents, outages and mission-critical issues with cross-team coordination.
• Provide daily guidance, mentoring, and technical direction to Tier I and Tier II staff.

Skills

Senior Technician

Team Leadership

ITSM

Education

High School Diploma

Tools

ServiceNow

Job description

CODE Plus, Inc. is seeking a Team Lead/Tier III Help Desk Technician in Fairfax, VA. The role focuses on advanced troubleshooting, escalation management, and guiding Tier I/II staff to ensure service quality.

The position requires 5–8+ years of IT support experience, proficiency with Windows environments, and familiarity with ITSM platforms like ServiceNow. A Public Trust clearance is required for this federal contractor role and onsite work at Navy Shipyard locations is expected.