IT Support Manager

IT Support Manager

DMI, LLC - Alexandria, VA

DMI, LLC is seeking an experienced and strategic IT Support Manager to lead enterprise IT support operations and drive service excellence across assigned service areas. This role is ideal for a proven leader who can balance operational execution with strategic oversight while building high-performing teams.

As the IT Support Manager, you will oversee daily support operations, manage large technical teams, ensure SLA performance, and implement scalable service strategies. You will play a critical role in optimizing support delivery, strengthening stakeholder partnerships, and advancing continuous improvement initiatives across the organization.

• Lead and manage all IT support operations for assigned service areas
• Provide strategic direction to ensure delivery of high-quality services aligned with SLAs and performance standards
• Plan and oversee daily support activities, including staffing, workload distribution, and resource allocation
• Manage, mentor, and evaluate team performance across a workforce of 20+ personnel
• Establish, track, and report on KPIs and operational metrics to measure service effectiveness
• Develop and implement support strategies, policies, and operational procedures
• Oversee escalations, ensuring timely resolution of complex or high-impact issues
• Partner with internal stakeholders, leadership, and vendors to maintain service alignment and operational excellence
• Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction
• Ensure compliance with contractual requirements and service delivery standards
• Manage vendor relationships and coordinate multi-team support efforts

• Minimum 10 years of IT support experience
  , including at least 5 years in management roles
• Demonstrated experience leading IT support teams of 20+ personnel
• Strong leadership, organizational, and operational management skills
• In-depth knowledge of IT service delivery and support best practices
• Proven experience managing SLAs, KPIs, and performance metrics

• Bachelor's degree from an accredited institution or equivalent professional experience

Education substitutions accepted per contract guidelines:

• No degree: 2 additional years of experience
• Associate's degree: 1 additional year of experience
• Bachelor's degree:
  Meets requirement
• Master's degree or PhD:
  No additional experience required

• ITIL Expert or ITIL Managing Professional certification
• Experience leading large-scale IT support operations in complex environments
• Familiarity with federal IT service delivery environments
• Strong strategic planning and workforce optimization capabilities
• Excellent stakeholder engagement and executive communication skills
• Experience with resource forecasting and workforce management tools

• Successful completion of a Public Trust background investigation and/or eligibility for Public Trust clearance
• Must be a U.S. Citizen

Location: Alexandria, VA
Physical Requirements: None

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals—they show up in how we support every part of your well‑being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.