Team Lead - Helpdesk Technician Tier III

Code Plus Inc• Fairfax, VA, US, VA

3d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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).
Support compliance with federal IT and cybersecurity standards (NIST, FISMA).
Promote best practices in documentation, knowledge sharing, and continuous improvement.