VIP Support Lead

DMI•McLean, VA

About The Position

DMI, LLC is seeking a VIP Support Lead to join us. The VIP Support Lead is responsible for managing and delivering high-quality, responsive IT support services to Level II “Gold” and Level III “Platinum” VIP users, including senior military and civilian leadership. This role ensures cradle-to-grave ownership of all VIP incidents and service requests, coordinating across internal and external support teams to meet strict performance standards.

Requirements

Clearance: Top Secret with SCI eligibility.
Experience: Proven experience supporting executive level leadership in a DoD or federal IT environment.
Strong troubleshooting skills across Windows, mobile, and secure systems.
Familiarity with VIP support protocols and high-urgency service delivery.
7+ years of experience in IT service delivery, with at least 2 years in a leadership role.
Certifications: DoD 8570.01-M IAT Level II (e.g., Security+).
Help Desk Institute (HDI) or A+ related certifications
Excellent communication and customer service skills.
Ability to work independently and under pressure.
Proficiency with remote support tools (e.g., DameWare), TMS platforms, and mobile device management systems.
Strong knowledge of ITIL-based service management practices.
Familiarity with DOD networks (NIPRNet, SIPRNet), mobile device management, and secure communications.
Excellent communication, coordination, and customer service skills.
Must be a U.S. Citizen

Responsibilities

Lead a team of dedicated VIP support technicians across multiple shifts and locations.
Coordinate with internal J6 teams, external service providers, and VIP front offices to ensure seamless service delivery.
Oversee daily operations, including wellness visits, travel support, and residential IT support.
Ensure VIP tickets are acknowledged, documented, and resolved within defined service levels.
Provide single-point ownership for all VIP incidents and requests.
Monitor and report on VIP ticket trends, outages, and escalations.
Conduct daily wellness visits to Level III VIPs to ensure systems are operational and travel kits are ready.
Maintain bench stock of pre-configured equipment for rapid deployment.
Support COOP and telework scenarios, including residential and OCONUS travel support.
Ensure proper configuration, testing, and maintenance of VIP-issued equipment (e.g., laptops, mobile devices, COMSEC gear).
Coordinate lifecycle refresh (LCR) and upgrades for VIP systems.
Support secure mobile platforms (DMCC-S, WINDAR-S) and ensure compliance with cybersecurity protocols.
Deliver daily VIP Wellness Status Reports and weekly VIP Mobility and Home Kit Reports.
Maintain updated VIP rosters and equipment install schedules.
Document known issues and best practices in the Knowledge Management (KM) repository

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.

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