IT Support Manager

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

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.

Duties and Responsibilities:

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

Education and Years of Experience:

• 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

Background Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: None required for this position.

Location: Alexandria, VA

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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.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** 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.