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DMI · 2 months ago

Knowledge / Quality Manager

US-IL-Lemont

Full-time

Hybrid

Senior Level

7+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. The Knowledge/Quality Manager is responsible for knowledge capture, process documentation, and service quality management across all support tiers, ensuring best practices and procedural accuracy throughout the program.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Maintain the Knowledge Base and Standard Operating Procedures library

Conduct quality reviews of tickets, resolutions, and customer interactions

Analyze performance data and identify areas for service improvement

Support onboarding and ongoing training through lessons-learned documentation

Collaborate with analytics and reporting teams to align metrics with contractual SLAs

Qualification

ITIL certificationContinuous improvementPerformance analyticsKnowledge managementQuality assurance

Required

7+ years of experience in IT service management, knowledge management, or quality assurance

Successful completion of a Public Trust background investigation and/or a Public Trust clearance

Must be a U.S. Citizen

Preferred

Associate's or Bachelor's preferred

ITIL certification preferred

Proven background in continuous improvement and performance analytics

Benefits

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.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002

Bethesda, Maryland, USA

1001-5000 employees