Team Lead, Help Desk Tier III — Onsite (Public Trust)

CODEplus; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

CODE Plus, Inc. is seeking a Team Lead/Tier III Help Desk Technician for an onsite role at the Navy Shipyard in Washington, DC. The position requires 5–8+ years of IT support experience, leadership capabilities, and the ability to obtain a Public Trust clearance.

You will serve as final escalation for complex incidents, mentor Tier I/II staff, and coordinate with infrastructure, cybersecurity, and vendor teams. Federal sector experience is preferred.

Qualifications

• High School Diploma or equivalent required.
• 5–8+ years of progressive IT support experience.
• Experience as a senior technician, lead, or mentor.
• Expert knowledge of Windows operating systems, enterprise applications, identity/access management, and end-user devices.
• Strong experience with ServiceNow or similar ITSM platforms.
• U.S. citizenship and ability to obtain and maintain a Public Trust clearance.

Responsibilities

• Technical Leadership & Escalation Support: Serve as the final escalation point for unresolved incidents from Tier I and Tier II technicians; perform advanced troubleshooting and root cause analysis.
• Team Lead & Operational Oversight: Provide daily guidance, mentoring, and technical direction to Tier I and Tier II help desk staff; manage ticket queues and SLAs.
• Service Desk & Enterprise Support: Respond to advanced support requests via phone, email, chat, or ITSM systems; assist with upgrades, migrations, and IT modernization efforts.
• Compliance & Quality Assurance Support: comply with federal IT and cybersecurity standards (NIST, FISMA); promote best practices in documentation and knowledge sharing.

Skills

Technical leadership

Team leadership

Customer support

Windows OS knowledge

ServiceNow ITSM

Education

High School Diploma or equivalent

Technical training or certifications preferred

Tools

ServiceNow

ITSM platforms

Job description

CODE Plus, Inc. is seeking a Team Lead/Tier III Help Desk Technician for an onsite role at the Navy Shipyard in Washington, DC. The position requires 5–8+ years of IT support experience, leadership capabilities, and the ability to obtain a Public Trust clearance.

You will serve as final escalation for complex incidents, mentor Tier I/II staff, and coordinate with infrastructure, cybersecurity, and vendor teams. Federal sector experience is preferred.