Knowledge Manager

DMI•Washington, DC

4d•$161,031 - $201,289•Onsite

About The Position

DMI, LLC is 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.

Requirements

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
A Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
ITIL
Security+ or equivalent is required
8+ years of experience
Must be a U.S. Citizen

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