VIP Support Lead

VIP Support Lead

Job :  | Category:
System Engineering |

Location:

US-VA-Mc Lean

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.

Learn more at

DMI, LLC is seeking a VIP Support Lead to join us. The VIP Support Lead is responsible for managing and delivering high-quality, responsive IT support services to Level II "Gold" and Level III "Platinum" VIP users, including senior military and civilian leadership. This role ensures cradle‑to‑grave ownership of all VIP incidents and service requests, coordinating across internal and external support teams to meet strict performance standards.

• Leadership & Coordination
  • Lead a team of dedicated VIP support technicians across multiple shifts and locations.
  • Coordinate with internal J6 teams, external service providers, and VIP front offices to ensure seamless service delivery.
  • Oversee daily operations, including wellness visits, travel support, and residential IT support.
• Incident & Service Request Management
  • Ensure VIP tickets are acknowledged, documented, and resolved within defined service levels.
  • Provide single-point ownership for all VIP incidents and requests.
  • Monitor and report on VIP ticket trends, outages, and escalations.
• Proactive Support
  • Conduct daily wellness visits to Level III VIPs to ensure systems are operational and travel kits are ready.
  • Maintain bench stock of pre‑configured equipment for rapid deployment.
  • Support COOP and telework scenarios, including residential and OCONUS travel support.
• Technical Oversight
  • Ensure proper configuration, testing, and maintenance of VIP‑issued equipment (e.g., laptops, mobile devices, COMSEC gear).
  • Coordinate lifecycle refresh (LCR) and upgrades for VIP systems.
  • Support secure mobile platforms (DMCC‑S, WINDAR‑S) and ensure compliance with cybersecurity protocols.
• Reporting & Documentation
  • Deliver daily VIP Wellness Status Reports and weekly VIP Mobility and Home Kit Reports.
  • Maintain updated VIP rosters and equipment install schedules.
  • Document known issues and best practices in the Knowledge Management (KM) repository.

Required Skills/

Certifications:

• Clearance:
  Top Secret with SCI eligibility.
• Experience
  • Proven experience supporting executive level leadership in a DoD or federal IT environment.
  • Strong troubleshooting skills across Windows, mobile, and secure systems.
  • Familiarity with VIP support protocols and high‑urgency service delivery.
  • 7+ years of experience in IT service delivery, with at least 2 years in a leadership role.
• Certifications
  • DoD 8570.01-M IAT Level II (e.g., Security+).
  • Help Desk Institute (HDI) or A+ related certifications.
• Skills
  • Excellent communication and customer service skills.
  • Ability to work independently and under pressure.
  • Proficiency with remote support tools (e.g., Dame Ware), TMS platforms, and mobile device management systems.
  • Strong knowledge of ITIL-based service management practices.
  • Familiarity with DOD networks (NIPRNet, SIPRNet), mobile device management, and secure communications.
  • Excellent communication, coordination, and customer service skills.

Min Citizenship Status

Required:

Must be a U.S. Citizen

Physical Requirements: There are no physical requirements for this position.

Location: McLean, VA

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…