Senture
Overview
Training Lead
to support the
Technology Service Desk contract. This individual will lead the design, coordination, delivery, and evaluation of training programs for service desk staff, ensuring consistent knowledge, quality, and compliance across a 247365 environment. The Training Lead will oversee onboarding, continuing education, and knowledge management practices to enable operational excellence. Primarily Remote but within commuting distance of the following locations which provide 24/7 access for contractor staff: The central Government-provided TSD offices in a Government facility located within the
DC Metropolitan Area (currently Ashburn, VA). Type:
Full-time, 247 support coverage (shift work required) This position is being posted to identify talent for future need. Position is dependent upon award of work. Qualifications
U.S. Citizenship
and ability to successfully complete a CBP background investigation / public trust. Bachelors degree
in Education, Training, IT, Business, or related field (or equivalent experience). 35 years of experience in
training, knowledge management, or workforce development
within IT Service Desk or Help Desk environments. Strong experience in
developing training curricula, instructional materials, and e-learning content . Familiarity with
ITIL processes, ITSM tools (ServiceNow preferred), and federal IT service desk operations . Excellent
written, verbal, and presentation skills . Ability to work in a
247 support environment , including flexibility for nights/weekends as needed. Preferred Qualifications Prior
CBP TSD or DHS component training experience . In depth knowledge of training practices and techniques Certifications such as
CompTIA CTT+, ITIL, or other training/education credentials . Experience with
learning management systems (LMS)
and e-learning authoring tools. Knowledge of
customs, trade, or cargo systems
is a plus. Bilingual (English/Spanish) preferred. Working Conditions Role may involve
shift work support
to align with operational needs. Occasional
domestic travel
for training delivery, stakeholder engagement, or team workshops. Must comply with
all CBP security protocols . Responsibilities
Develop, implement, and maintain
comprehensive training programs
for TSD analysts, team leads, and support staff. Manage
onboarding curriculum , certification programs, and refresher training to ensure personnel readiness. Conduct
needs assessments
to identify skills gaps and design targeted training solutions. Coordinate with
Program Management, Account Service Desk (ASD), and Quality Assurance (QA) teams
to align training with evolving requirements and performance improvement goals. Maintain and update
Knowledge Base articles, SOPs, user guides, and quick-reference materials . Track and report
training effectiveness, completion rates, and learning outcomes ; recommend process improvements. Support
CBP-driven initiatives, system upgrades, and process changes
by developing just-in-time training content. Lead or coordinate
training sessions, workshops, webinars, and remote learning modules . Ensure all training aligns with
CBP standards, security policies, and compliance requirements . Serve as a
mentor and escalation point
for staff seeking guidance on workflows or technical procedures. Performance Expectations / Metrics 100% completion of
onboarding training
for all new hires. Maintain
up-to-date training content
aligned with evolving CBP requirements. Track and achieve training
effectiveness and knowledge retention scores
above program targets. Support reduction in
ticket escalations and rework
through improved staff training. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #J-18808-Ljbffr
Training Lead
to support the
Technology Service Desk contract. This individual will lead the design, coordination, delivery, and evaluation of training programs for service desk staff, ensuring consistent knowledge, quality, and compliance across a 247365 environment. The Training Lead will oversee onboarding, continuing education, and knowledge management practices to enable operational excellence. Primarily Remote but within commuting distance of the following locations which provide 24/7 access for contractor staff: The central Government-provided TSD offices in a Government facility located within the
DC Metropolitan Area (currently Ashburn, VA). Type:
Full-time, 247 support coverage (shift work required) This position is being posted to identify talent for future need. Position is dependent upon award of work. Qualifications
U.S. Citizenship
and ability to successfully complete a CBP background investigation / public trust. Bachelors degree
in Education, Training, IT, Business, or related field (or equivalent experience). 35 years of experience in
training, knowledge management, or workforce development
within IT Service Desk or Help Desk environments. Strong experience in
developing training curricula, instructional materials, and e-learning content . Familiarity with
ITIL processes, ITSM tools (ServiceNow preferred), and federal IT service desk operations . Excellent
written, verbal, and presentation skills . Ability to work in a
247 support environment , including flexibility for nights/weekends as needed. Preferred Qualifications Prior
CBP TSD or DHS component training experience . In depth knowledge of training practices and techniques Certifications such as
CompTIA CTT+, ITIL, or other training/education credentials . Experience with
learning management systems (LMS)
and e-learning authoring tools. Knowledge of
customs, trade, or cargo systems
is a plus. Bilingual (English/Spanish) preferred. Working Conditions Role may involve
shift work support
to align with operational needs. Occasional
domestic travel
for training delivery, stakeholder engagement, or team workshops. Must comply with
all CBP security protocols . Responsibilities
Develop, implement, and maintain
comprehensive training programs
for TSD analysts, team leads, and support staff. Manage
onboarding curriculum , certification programs, and refresher training to ensure personnel readiness. Conduct
needs assessments
to identify skills gaps and design targeted training solutions. Coordinate with
Program Management, Account Service Desk (ASD), and Quality Assurance (QA) teams
to align training with evolving requirements and performance improvement goals. Maintain and update
Knowledge Base articles, SOPs, user guides, and quick-reference materials . Track and report
training effectiveness, completion rates, and learning outcomes ; recommend process improvements. Support
CBP-driven initiatives, system upgrades, and process changes
by developing just-in-time training content. Lead or coordinate
training sessions, workshops, webinars, and remote learning modules . Ensure all training aligns with
CBP standards, security policies, and compliance requirements . Serve as a
mentor and escalation point
for staff seeking guidance on workflows or technical procedures. Performance Expectations / Metrics 100% completion of
onboarding training
for all new hires. Maintain
up-to-date training content
aligned with evolving CBP requirements. Track and achieve training
effectiveness and knowledge retention scores
above program targets. Support reduction in
ticket escalations and rework
through improved staff training. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #J-18808-Ljbffr