Team Lead - Helpdesk Technician Tier III

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Professional Fairfax, VA, US

12 days ago Requisition ID: 1097

CODE Plus, Inc., an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL and have been in business for 31 years and have been servicing different 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 on maintaining long-standing partnerships built on trust and results.

Location: Navy Shipyard, Washington, DC (Onsite)

Clearance: Public Trust

Position Type: Full-Time

The Team Lead/Tier III Help Desk Technician serves as the highest level of technical support while also providing day-to-day guidance and coordination for Tier I and Tier II help desk staff.

This role is highly technical and hands-on, focused on resolving complex and escalated IT issues, performing root cause analysis, and ensuring service desk effectiveness. The Team Lead component emphasizes mentoring, workflow coordination, and quality oversight rather than heavy administrative management duties.

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, 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 compliance 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, identity/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.

Preferred Qualifications

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