VIP Support Lead

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.

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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.

• Leadership & Coordination:
• 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.
• Incident & Service Request Management:
• 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.
• Proactive Support:
• 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.
• Technical Oversight:
• 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.
• Reporting & Documentation:
• 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.

• 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.
• Skills:
• Excellent communication and customer service skills.
• Ability to work independently and under pressure.
• Proficiency with remote support tools (e.g., Dame Ware), 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.

Min Citizenship Status

Required:

Must be a U.S. Citizen

Physical Requirements: There are no physical requirements for this position.

Location: McLean, VA

• Do What’s Right
  – We lead with honesty and integrity.
• Own the Outcome
  – We take responsibility and deliver.
• Deliver for Our Customers
  – We are relentless about delivering value.
• Think Bold, Act Smart
  – We innovate with purpose.
• Win Together
  – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well‑being:

• 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…