Knowledge Manager: IT Service & Solutions Lead

DMI

Washington (District of Columbia)

On-site

USD 161,031 - 201,289

Full time

14 days+

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Benefits offered by this job

401k match

Health insurance

Tuition assistance

Job summary

DMI is seeking a Knowledge Manager to lead IT subject matter experts for key customers, evaluating design and architecture issues and enhancing service integration to meet current and anticipated needs. Based in Washington, DC, the role requires a Bachelor’s in a relevant field, ITIL certification, Security+ clearance, and 8+ years of experience; US citizenship may be required for certain positions.

This position offers a path for professional growth within a diverse, Fortune 1000 client

Qualifications

Bachelor’s degree in a relevant field (such as computer science, information technology, or business administration) is often required.
ITIL certification is required.
Security+ or equivalent is required.
Experience: 8+ years

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.