IT Support Manager

About DMI

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 www.dminc.com

About the Opportunity

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.

What You’ll Do

• 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

Qualifications

Required Qualifications

• 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

Education & Substitutions

• 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

Preferred Qualifications

• 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

Additional Requirements

• Successful completion of a Public Trust background investigation and/or eligibility for Public Trust clearance

• Must be a U.S. Citizen

Location: Alexandria, VAPhysical Requirements: None

 

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Working at DMI

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.