Training Specialist

Company Overview

Spry Methods is a proven provider of mission-focused technology, cybersecurity, and program management solutions supporting critical Federal missions. We specialize in delivering integrated, high-impact solutions across cyber operations, enterprise resource management, and mission support services. Our culture emphasizes collaboration, accountability, and innovation - empowering our teams to deliver meaningful outcomes in complex, high-security environments.

We're looking for a dynamic Training Specialist who is passionate about developing people and helping teams perform at their best. The ideal candidate thrives in a collaborative environment, enjoys translating complex information into engaging learning experiences, and is committed to continuous improvement. You will partner with program leadership, supervisors, and technical subject matter experts to design, deliver, and enhance training programs that equip call center professionals with the knowledge and skills needed to provide exceptional support to government customers.

If you're an engaging communicator, skilled facilitator, and motivated by helping others succeed, you'll fit right in at Spry.

As a Training Specialist, you will:

• Design, develop, and deliver training programs supporting IT Call Center operations, including onboarding, technical, compliance, systems, and professional development training.
• Conduct training needs assessments and partner with program leadership to identify skill gaps and develop targeted learning solutions.
  
  Facilitate instructor-led, virtual, and hands‑on training sessions for call center staff, supervisors, and team leads.
• Develop and maintain training materials, including facilitator guides, job aids, quick reference guides, e-learning content, video tutorials, and knowledge base resources.
• Create and administer assessments, evaluations, and competency reviews to measure training effectiveness and learner readiness.
• Manage new hire onboarding programs, ensuring personnel complete required training and validations before supporting live operations.
• Develop and maintain training content for Service Now, AWS Connect, and other call center technologies.
• Analyze performance metrics, quality assurance findings, and customer service trends to identify training opportunities and improve operational performance.
• Maintain training records, certifications, compliance documentation, and training schedules.
• Support knowledge management initiatives through the creation and maintenance of knowledge articles, process documentation, and reference materials.
• Evaluate and continuously improve training programs based on learner feedback, assessment results, and operational outcomes.
• Develop leadership and professional development training for supervisors and team leads.
• Stay current on instructional design best practices, adult learning principles, and call center training methodologies.
• Support business development and proposal efforts through training-related content development and documentation.

• Bachelor’s degree in Education, Instructional Design, Organizational Development, Communications, Information Technology, or a related field; equivalent experience may be substituted for a degree.
• Minimum of three (3) years of experience in training, instructional design, learning and development, or workforce enablement within an IT call center, service desk, or IT services environment.
• Experience designing, developing, and delivering training programs for technical support or customer service personnel, including onboarding, systems training, and ongoing professional development.
• Experience creating training materials such as facilitator guides, participant workbooks, job aids, quick reference guides, e-learning content, and knowledge base resources.
• Strong written and verbal communication skills with the ability to facilitate engaging and effective training sessions for diverse audiences.
• Knowledge of adult learning principles and instructional design methodologies, including…