IT Support Lead
Role details
Job location
Tech stack
Job description
DMI, LLC is seeking a skilled and driven IT Support Lead to oversee day-to-day IT support operations and guide a high-performing technical team. This is a hands-on leadership role for someone who thrives at the intersection of technical expertise, team development, and operational excellence., As the IT Support Lead, you will direct support activities, mentor technical staff, ensure SLA performance, and serve as the escalation point for complex issues. You will play a key role in strengthening service delivery, improving processes, and maintaining a reliable, responsive IT environment., Lead and coordinate daily IT support operations for assigned teams or functional areas
- Provide direct supervision, task prioritization, and technical guidance to support staff
- Assign and monitor work to ensure service levels and SLA commitments are consistently met
- Act as the primary escalation point for complex Tier 2 and Tier 3 technical issues
- Collaborate with cross-functional IT teams and external vendors to drive timely issue resolution
- Develop, maintain, and enhance support procedures and documentation
- Mentor and train support staff to strengthen technical capability and service quality
- Monitor team performance metrics and implement continuous improvement initiatives
- Generate reports on support activities, trends, and operational performance
- Ensure consistency, accountability, and high standards in service delivery, * Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
- Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
- Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
- Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
- Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.
Requirements
Education and Years of Experience:
- Minimum 7 years of IT support experience, including at least 3 years in a lead or supervisory capacity
- Experience managing teams delivering Tier 2 and Tier 3 support
- Demonstrated leadership, team coordination, and performance management skills
- Strong knowledge of IT infrastructure and structured troubleshooting methodologies
- Working understanding of ITIL and IT service management practices
- 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 Skills & Certifications:
- ITIL Foundation or Practitioner certification
- Experience with ServiceNow or comparable ITSM platforms
- Technical expertise supporting Windows, macOS, and enterprise applications
- Strong cross-platform troubleshooting capability
- Proven mentoring and staff development experience
- Excellent communication and stakeholder management skills
Background Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
Citizenship Status Required: Must be a U.S. Citizen
