Knowledge Manager

Digital Management Llc; Washington (District of Columbia); Hybrid; USD 144,927 - 177,134; Full time

Benefits offered by this job

Convenience/Concierge

Development

Financial

Recognition

Wellness

Job summary

DMI, LLC is seeking a Knowledge Manager to lead IT subject matter experts for specific customers and to research current market technologies to design cost-effective solutions that address customer needs. The role focuses on evaluating design and architecture issues and increasing service integration.

The Knowledge Manager will drive policy implementation, optimize resolution times, and coordinate across internal teams to improve overall customer support and product serviceability, while

Qualifications

• Bachelor’s Degree in computer science, information technology, or business administration.
• ITIL and CompTIA Security+ certifications.
• Security+ or equivalent is required.
• 8+ years of experience.

Responsibilities

• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support, and resolution timeframes.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Maintains customer databases.

Skills

Leadership

IT knowledge

Market research

Architecture evaluation

Education

Bachelor's Degree in Computer Science / IT / Business Admin

ITIL Certification

CompTIA Security+

8+ years experience

Tools

None

Job description

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. Learn more at www.dminc.com

About the Opportunity

DMI, LLCis seeking a Knowledge Manager to join us. The Knowledge Manager leads other subject matter experts of the IT team for specific customers, evaluates design and architecture issues, as well as increases integration of services delivered, and researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements

Duties and Responsibilities:

• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support, and resolution timeframes
• Drives product supportability
• Coordinates customer service activities with other internal functions
• Maintains customer databases

Qualifications

Education and Years of Experience: The Knowledge Manager provides leadership to IT subject matter experts supporting specific customers, evaluating design and architecture challenges, improving service integration, and researching emerging technologies to develop cost-effective solutions that address both current and anticipated customer needs

• Education: A Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration) is often required.

• Certification: ITIL, CompTIA Security+

• Security+ or equivalent is required

• Experience: 8+ years

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No physical requirement needed for this position.

Location: Washington, District of Columbia 20549 / Hybrid

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Minimum Salary Rate

$161,031

Median Salary Rate

$201,289

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.