IT Support Manager

DMI • Alexandria, VA

14h

About The Position

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.

Requirements

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

Nice To Haves

• 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

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

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: Manager