Service Desk Training Lead

Ashburn, IL - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Service Desk Training Lead
Remote within commuting distance of: Ashburn VA Orlando FL or San Antonio TX
Ability to obtain and maintain a Public Trust clearance.

Nationwide IT Services (NIS) is seeking a Service Desk Training Lead to support a Tier 1 and 2 Service Desk with 150 staff. The Training Lead will be responsible for designing implementing and managing training programs that ensure Technology Service Desk personnel are fully equipped to deliver world-class IT support across a 24x7x365 operation.

Service Desk Training Lead Responsibilities Include:

Training Development & Delivery

Design develop and deliver training programs for 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 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 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 the Knowledge Management System (KMS) and service catalog items.
Support the development of training materials for new technologies or applications requiring Service Desk support.
Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.

Training Program Oversight & Improvement
Knowledge & Documentation Management

Qualifications:

In-depth knowledge of training practices and techniques.
Minimum of three (3) years experience designing and delivering training for a Service Desk.
Strong communication facilitation and presentation skills.
Demonstrated ability to evaluate training effectiveness and implement improvements.
Must be able to obtain and maintain a Public Trust clearance.

Desired Qualifications:

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.

NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers leveraging technology people and industry best practices to implement innovative solutions through our trusted employees and team members.

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

Service Desk Training LeadRemote within commuting distance of: Ashburn VA Orlando FL or San Antonio TXAbility to obtain and maintain a Public Trust clearance.Nationwide IT Services (NIS) is seeking a Service Desk Training Lead to support a Tier 1 and 2 Service Desk with 150 staff. The Training Lead ...

Design develop and deliver training programs for 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 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 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 the Knowledge Management System (KMS) and service catalog items.
Support the development of training materials for new technologies or applications requiring Service Desk support.
Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.

Training Program Oversight & Improvement
Knowledge & Documentation Management

Qualifications:

In-depth knowledge of training practices and techniques.
Minimum of three (3) years experience designing and delivering training for a Service Desk.
Strong communication facilitation and presentation skills.
Demonstrated ability to evaluate training effectiveness and implement improvements.
Must be able to obtain and maintain a Public Trust clearance.

Desired Qualifications:

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.