Knowledge / Quality Manager

3 days ago

Lemont, Pennsylvania, United States DMI Full time
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

About the Opportunity

DMI, LLC is seeking a Knowledge/Quality Manager to join us. Responsible for knowledge capture, process documentation, and service quality management across all support tiers. Ensures consistent application of best practices and procedural accuracy throughout the program.

Duties and 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.

Qualifications

Education and Years of Experience:  

  • Associate's or Bachelor's preferred
  • 7+ years of experience in IT service management, knowledge management, or quality assurance.

Required and Desired Skills/Certifications: 

  • ITIL certification preferred.

  • Proven background in continuous improvement and performance analytics.

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

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

Physical Requirements: No physical requirement is needed for this position.

Location: Hybrid, Chicago IL

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

  • 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 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.

***************** No Agencies Please *****************

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.

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