Team Lead - Helpdesk Tech Tier III with Security Clearance

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.,an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL. We have been in business for 31 years and have beenservicingdifferent agencies within the Federal sector. Our mission is to deliver high-quality, cost-effective solutions that empower our clients to achieve their goals. At CODEplus, we value teamwork, integrity, and technical excellence, and we pride ourselves onmaintaininglong-standing partnerships built on trust and results.

Team Lead/Tier III Help Desk Technician Location: Navy Shipyard, Washington, DC (Onsite) Clearance: Public Trust Position Type: Full-Time

Key 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 across operating systems, enterprise applications, O365 Admin, identity/access management, devices, and network connectivity; lead resolution of high-impact incidents, outages, and mission-critical issues in coordination with infrastructure, cybersecurity, and vendor teams; utilize product documentation, knowledge bases, diagnostic tools, and system logs to research and resolve complex issues.
• Team Lead & Operational Oversight: Provide daily guidance, mentoring, and technical direction to Tier I and Tier II help desk staff; assist with ticket queue management, prioritization, and workload balancing across the team; ensure adherence to SLAs, escalation procedures, and service delivery standards; support onboarding and informal training of new technicians; act as a point of contact for team coordination in the absence of management.
• Service Desk & Enterprise Support: Respond to advanced support requests via phone, email, chat, or ITSM systems; participate in system upgrades, patching, migrations, and IT modernization efforts; develop and maintain SOPs, escalation procedures, and knowledge base documentation; ensure all incidents, actions, and resolutions are accurately documented in the ITSM system (e.g., ServiceNow).
• Compliance & Quality Assurance Support: comply with federal IT and cybersecurity standards (NIST, FISMA); promote best practices in documentation, knowledge sharing, and continuous improvement.

Required Qualifications

• High School Diploma or equivalent required (additional technical training or certifications strongly preferred).
• 5-8+ years of progressive IT support experience, including Tier II/Tier III troubleshooting.
• Demonstrated experience serving as a senior technician, lead, or informal team mentor.
• Expert knowledge of Windows operating systems, enterprise applications, Oidentity/access management, and end-user devices. Strong experience with ServiceNow or similar IT Service Management (ITSM) platforms.
• Strong communication skills with the ability to support users and guide team members effectively.
• U.S. citizenship and ability to obtain and maintain a Public Trust clearance.

Shape Preferred Qualifications

• Experience Supporting Federal Government Environments.
• Familiarity with enterprise networking, endpoint management tools, and cloud platforms.
• Relevant certifications such as CompTIA Security+, Network+, ITIL, or vendor-specific credentials.