IT Support Lead

DMI • Alexandria, VA

2d • Onsite

About The Position

DMI, LLC is seeking an IT Support Lead to join us.
The IT Support Lead coordinates and leads day-to-day IT support activities for assigned areas or teams, providing daily task direction and technical guidance to IT support staff. This leadership role assigns work, monitors progress to ensure SLA compliance, serves as escalation point for complex technical issues, coordinates with other IT teams and vendors, develops and maintains IT support procedures, and provides training and mentorship supporting IT support operations.

Requirements

• Minimum 7 years of related experience providing IT support with minimum 3 years in a lead capacity
• Experience managing IT support teams providing Tier 2 and Tier 3 support
• Proven leadership and team coordination skills
• Knowledge of IT infrastructure and troubleshooting methodologies
• Understanding of ITIL and IT service management practices
• Bachelor's degree from an accredited institution or equivalent professional experience
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• Must be a U.S. Citizen

Nice To Haves

• ITIL Foundation or Practitioner certification
• Experience with ServiceNow or similar ITSM platforms
• Knowledge of Windows, Mac, and enterprise applications
• Strong technical troubleshooting skills across multiple platforms
• Excellent leadership and mentoring capabilities
• Effective communication and stakeholder management skills

Responsibilities

• Lead and coordinate IT support activities for assigned areas or teams
• Provide daily supervision and direction to IT support staff
• Assign work and monitor progress to ensure SLA compliance
• Serve as escalation point for complex technical issues within assigned support scope
• Coordinate with other IT teams and vendors to resolve issues
• Develop and maintain IT support procedures and documentation
• Provide training and mentorship to support staff
• Monitor team performance and implement improvements
• Ensure quality and consistency of support delivery
• Generate reports on support activities and metrics
• Support continuous improvement initiatives

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level