Knowledge / Quality Manager

DMI • Lemont, IL

11h • Hybrid

About The Position

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.

Requirements

• Associate’s or Bachelor’s preferred
• 7+ years of experience in IT service management, knowledge management, or quality assurance.
• ITIL certification preferred.
• Proven background in continuous improvement and performance analytics.
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• Must be a U.S. Citizen

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.

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees