Project Manager I – Training Lead

The Project Manager I – Training Lead is responsible for developing, implementing, and maintaining the training program for all contractor personnel supporting the contract.

This role ensures that Tier I agents, Tier II advanced support staff, and optional agents are fully prepared to deliver high-quality, customer-focused IT support in compliance with customer requirements.

The Training Lead manages onboarding, refresher, remedial, and ad hoc training programs, while aligning all training activities with the Training SOPs and continual service improvement objectives.

Key Responsibilities Develop and maintain a comprehensive Training SOP, including curricula, guides, schedules, and procedures, in alignment with agency standards.

Conduct new hire onboarding training covering customer service skills, organizational processes, ServiceNow ticketing, troubleshooting methods, and systems.

Deliver refresher and remedial training to maintain performance standards and address identified gaps.

Provide ad hoc training to support new systems, updated processes, or emerging customer requirements.

Collaborate with the Quality Assurance team to identify training needs based on ticket reviews, AQL metrics, and customer feedback.

Coordinate with Operations Manager and Supervisors to schedule training without disrupting 24x7x365 support coverage.

Track training participation and compliance, ensuring all personnel complete mandatory agency training within deadlines.

Evaluate training effectiveness through testing, performance monitoring, and post-training assessments.

Maintain and update training content in the Knowledge Management System (KMS) to ensure alignment with current SOPs and knowledge articles.

Support the Program Manager and Operations Manager in preparing training-related inputs for Program Management Reviews (PMRs).

Participate in incoming and outgoing transition activities, ensuring smooth knowledge transfer to new staff.

Minimum Qualifications Education :

• Bachelor’s degree in Education, Instructional Design, Information Technology, or related field.
• Equivalent experience may be considered.

Experience :

Certifications :

Skills :

Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :

A3T offers excellent benefits to enhance the work-life balance, including :