IT Support Manager

DMI • Alexandria, VA

21h • Onsite

About The Position

DMI, LLC is seeking an IT Support Manager to join us.
The IT Support Manager manages IT support operations for assigned service areas, providing leadership and direction to ensure service delivery meets established SLAs. This management role plans and oversees daily support operations including staffing and resource allocation; manages team performance; establishes and monitors KPIs; develops support strategies and procedures; manages escalations; and drives continuous improvement for enterprise IT support services.

Requirements

• Minimum 10 years of related experience in IT support with minimum 5 years in management roles
• Proven experience managing IT support teams of 20+ personnel
• Strong management and organizational skills
• Knowledge of IT service delivery and support best practices
• Experience with SLA management and performance metrics
• Bachelor's degree from an accredited institution or equivalent professional experience
• Must be a U.S. Citizen
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

Nice To Haves

• ITIL Expert or Managing Professional certification
• Experience managing large-scale IT support operations
• Knowledge of federal IT service delivery environments
• Strong leadership and strategic planning capabilities
• Excellent stakeholder management and communication skills
• Experience with workforce management and resource optimization

Responsibilities

• Manage all aspects of IT support operations for assigned service areas
• Provide leadership and direction to ensure delivery of high-quality services in accordance with SLAs
• Plan and oversee daily support operations including staffing and resource allocation
• Manage team performance and conduct evaluations
• Establish and monitor KPIs for support services
• Develop support strategies, policies, and procedures
• Manage escalations and coordinate with stakeholders
• Drive continuous improvement initiatives
• Ensure compliance with service standards and requirements
• Report on support operations metrics and performance
• Manage vendor relationships and coordinate support activities

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