Service Desk Trainer

Service Desk Trainer

Location: Arlington Heights, IL (Onsite)

Job#: 3022066

Employment Type: Long-Term Contract

Rate: $45-$50 per/hr W2

Contact: Jeremy – [email protected]

Client is committed to delivering exceptional support to our employees across the globe. Our Service Desk is the frontline for all technology-related issues, ensuring our teams stay connected, productive, and empowered. We are seeking a dedicated Service Desk Trainer to elevate the skills, knowledge, and performance of our support specialists. This role is essential in shaping a high‑performing team that consistently delivers world‑class service.

• Lead comprehensive training programs for new Service Desk hires, ensuring they are fully prepared to support the technology ecosystem.
• Deliver ongoing training throughout the year to the entire Service Desk team, including:
  • Process updates
  • New technology rollouts
  • Upskilling and professional development
• Develop and maintain engaging training materials, including presentations, hands‑on labs, simulations, and assessments.
• Facilitate virtual and in‑person training sessions that support different learning styles and experience levels.

• Serve as the primary owner of all Service Desk knowledge articles and troubleshooting documentation.
• Regularly review, update, and enhance knowledge content to ensure accuracy, clarity, and alignment with current processes and technologies.
• Partner with SMEs, engineers, and leadership to ensure documentation reflects best practices and emerging trends.
• Promote knowledge‑centered service (KCS) principles to improve team efficiency and consistency.

• Work closely with Service Desk leadership to identify skill gaps, training needs, and performance improvement opportunities.
• Monitor training effectiveness through feedback, performance metrics, and quality audits.
• Collaborate with technology teams to stay ahead of upcoming changes, ensuring the Service Desk is prepared before new tools or processes launch.
• Support onboarding and workforce readiness planning as the Service Desk evolves.

• Experience in a Service Desk, IT support, or technical training role.
• Strong understanding of IT troubleshooting, service management practices, and enterprise technology environments.
• Excellent communication, presentation, and facilitation skills.
• Ability to translate complex technical concepts into clear, accessible training content.
• Strong organizational skills and attention to detail.

• Experience with knowledge management frameworks (e.g., KCS).
• Familiarity with ITIL or similar service management methodologies.
• Experience supporting large, distributed teams in a fast‑paced environment.
• Background in aviation or enterprise‑scale operations.

• You’re someone who thrives on helping others succeed. You’re patient, curious, and energized by the idea of building a stronger, smarter Service Desk. You enjoy creating clarity out of complexity and take pride in documentation that empowers others to solve problems confidently.

• Medical, dental, and vision coverage.
• Life, disability, and HSA plans.
• 401(k) plan with company match after 12 months.
• Employee Stock Purchase Program (ESPP).
• EAP with up to 8 free counseling sessions.
• Professional development resources and certification support.

Apex Systems is an equal‑opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with applicable law.