Nationwide IT Services, Inc.
Service Desk Training Lead
Nationwide IT Services, Inc., Ashburn, Virginia, United States, 22011
Join to apply for the
Service Desk Training Lead
role at
Nationwide IT Services, Inc. Location : Remote within commuting distance of Ashburn, VA, Orlando, FL, or San Antonio, TX. Ability to obtain and maintain a Public Trust clearance.
Overview 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.
Responsibilities
Training Development & Delivery: Design, develop, and deliver training programs for agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.
Onboarding and Training Delivery: Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.
Curriculum Development: Create and maintain training curricula covering technical tools, customer service best practices, ticketing processes (ServiceNow), and SOPs.
Performance Monitoring: Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
Continuous Improvement: Regularly review training effectiveness and identify opportunities for improvement.
Compliance Tracking: Track and report training completion, ensuring compliance with mandated training requirements and deadlines.
Feedback and Refinement: Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
Knowledge Management Alignment: Collaborate with Knowledge Management teams to align training content with the Knowledge Management System (KMS) and service catalog items.
Materials Development: Support the development of training materials for new technologies or applications requiring Service Desk support.
Documentation Standards: Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.
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.
Company & Benefits 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.
Benefits include 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), educational reimbursement, and 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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales, General Business, and Education
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
Referrals increase your chances of interviewing at Nationwide IT Services, Inc. by 2x
Alerts Sign in to set job alerts for “Service Desk Lead” roles.
#J-18808-Ljbffr
Service Desk Training Lead
role at
Nationwide IT Services, Inc. Location : Remote within commuting distance of Ashburn, VA, Orlando, FL, or San Antonio, TX. Ability to obtain and maintain a Public Trust clearance.
Overview 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.
Responsibilities
Training Development & Delivery: Design, develop, and deliver training programs for agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.
Onboarding and Training Delivery: Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.
Curriculum Development: Create and maintain training curricula covering technical tools, customer service best practices, ticketing processes (ServiceNow), and SOPs.
Performance Monitoring: Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
Continuous Improvement: Regularly review training effectiveness and identify opportunities for improvement.
Compliance Tracking: Track and report training completion, ensuring compliance with mandated training requirements and deadlines.
Feedback and Refinement: Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
Knowledge Management Alignment: Collaborate with Knowledge Management teams to align training content with the Knowledge Management System (KMS) and service catalog items.
Materials Development: Support the development of training materials for new technologies or applications requiring Service Desk support.
Documentation Standards: Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.
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.
Company & Benefits 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.
Benefits include 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), educational reimbursement, and 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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales, General Business, and Education
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
Referrals increase your chances of interviewing at Nationwide IT Services, Inc. by 2x
Alerts Sign in to set job alerts for “Service Desk Lead” roles.
#J-18808-Ljbffr