Service Desk Training Lead

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 :

Desired Qualifications :

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.