Project Manager I Training Lead
Project Manager I Training Lead
Posted on :
06-09-2025
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
06-09-2025
Job Description
Project Manager I Training Lead
Remote within commuting distance of: Ashburn VA Orlando FL or San Antonio TX
Ability to obtain and maintain a CBP Public Trust clearance.
Nationwide IT Services (NIS) is seeking a Project Manager I Training Lead to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). The Training Lead will be responsible for designing implementing and managing training programs that ensure Technology Service Desk (TSD) personnel are fully equipped to deliver world-class IT support across a 24x7x365 operation.
The CBP TSD provides global IT service desk support for more than 65000 employees contractors trade partners and participating agencies at over 1800 worldwide locations resolving technology issues across nearly 300 applications and systems. As Training Lead you will play a key role in enabling service desk agents to deliver responsive customer-focused and compliant IT support services in alignment with HDI and ITIL best practices.
Project Manager I Training Lead Responsibilities Include:
Training Development & Delivery
Knowledge & Documentation Management
Qualifications:
Our benefits package includes medical dental and vision insurance life and disability insurance a 401(k) plan with employer match paid holidays PTO (sick/vacation) commuter benefits an employee assistance program (EAP) and educational reimbursement as well as pet insurance.
Nationwide IT Services Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race color religion sex national origin sexual orientation gender identity genetics disability or protected veteran status.
Remote within commuting distance of: Ashburn VA Orlando FL or San Antonio TX
Ability to obtain and maintain a CBP Public Trust clearance.
Nationwide IT Services (NIS) is seeking a Project Manager I Training Lead to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). The Training Lead will be responsible for designing implementing and managing training programs that ensure Technology Service Desk (TSD) personnel are fully equipped to deliver world-class IT support across a 24x7x365 operation.
The CBP TSD provides global IT service desk support for more than 65000 employees contractors trade partners and participating agencies at over 1800 worldwide locations resolving technology issues across nearly 300 applications and systems. As Training Lead you will play a key role in enabling service desk agents to deliver responsive customer-focused and compliant IT support services in alignment with HDI and ITIL best practices.
Project Manager I Training Lead Responsibilities Include:
Training Development & Delivery
- Design develop and deliver training programs for TSD agents supervisors and support staff ensuring alignment with CBP policies and ITIL/HDI standards.
- Conduct new hire onboarding training refresher courses and remedial sessions to strengthen skills and ensure consistency across all staff.
- Create and maintain training curricula that cover technical tools customer service best practices ticketing processes (ServiceNow) and CBP-specific SOPs.
- Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
- Regularly review training effectiveness and identify opportunities for continuous improvement.
- Track and report training completion ensuring compliance with all CBP-mandated training requirements and deadlines.
- Collect and analyze feedback from agents supervisors and government leadership to refine training content and delivery methods.
- Collaborate with Knowledge Management teams to ensure training content aligns with TSDs Knowledge Management System (KMS) and service catalog items.
- Support the development of training materials for new technologies or applications requiring TSD support.
- Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.
Knowledge & Documentation Management
Qualifications:
- In-depth knowledge of training practices and techniques.
- Minimum of three (3) years experience designing and delivering training in any field.
- Strong communication facilitation and presentation skills.
- Demonstrated ability to evaluate training effectiveness and implement improvements.
- Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.
- Experience designing or delivering training within IT service desk or technical support environments.
- Familiarity with ITIL and HDI training frameworks.
- Experience supporting federal IT programs or large-scale enterprise IT environments.
- Proficiency with eLearning platforms instructional design tools and blended learning methods.
Our benefits package includes medical dental and vision insurance life and disability insurance a 401(k) plan with employer match paid holidays PTO (sick/vacation) commuter benefits an employee assistance program (EAP) and educational reimbursement as well as pet insurance.
Nationwide IT Services Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race color religion sex national origin sexual orientation gender identity genetics disability or protected veteran status.
Required Experience:
Manager
Employment Type
Full-Time
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