Service Desk Training Lead
Nationwide IT ServicesAshburn, VA, USjob_description.job_card.variable_days_ago
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job_description.job_card.job_descriptionTraining 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. Powered by JazzHR
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 :
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Training Lead • Ashburn, VA, US
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