IT Contact Center Service Desk Training Lead

2 weeks ago

Springfield, Virginia, United States Systems Integration Full time

Job Location: Springfield, VA, Ashburn, VA, , Orlando, FL, or San Antonio,TX

IT Contact Center Service Desk Training Lead

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a motivated and customer-focused IT Service Desk Training Lead in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS). The Program provides IT support for over 65,000 users worldwide. As the Training Lead, you will design, implement, and deliver training programs for an Enterprise IT Service Desk to ensure staff are equipped with the technical and customer service skills needed for efficient IT support. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

Responsibilities:

  • Develop and deliver onboarding and refresher training programs.
  • Design role-specific technical training aligned with ITIL, HDI, and customer service best practices.
  • Maintain and update training SOPs to meet customer standards.
  • Evaluate training effectiveness and implement improvements based on feedback.
  • Ensure compliance with customer mandatory training requirements.
  • Identify and address training needs through regular assessments.
  • Adapt training content to reflect technological advancements and trainee feedback.
  • Collaborate with Quality Control to align training with performance and quality trends.
  • Create and present reports on training metrics and improvement areas.
  • Coordinate with departments to align training goals with business objectives.

Qualifications:

  • Associate or bachelor's degree (preferred) and 5+ years in IT service desk operations, with 2+ years in training or leadership.
  • In depth knowledge of training practices and techniques.
  • Minimum 3 years' experience in developing and delivering training programs, creating instructional materials, and evaluating effectiveness in a contact center.
  • Strong mentoring, problem-solving, and communication skills.
  • Experience with knowledge and learning management systems are a plus.
  • Possesses ITIL v4 certification or commit to obtaining it within 6 months.
  • Must be a US Citizen and pass a government Public Trust Security clearance with the DHS.
  • Experience with one of the following agencies is preferred; USCIS, CISA, CBP, FEMA, ICE

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.

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