IT Service Desk Training Lead
Remote / Online - Candidates ideally in
Springfield, Fairfax County, Virginia, 22161, USA
Listing for:
Systems Integration, Inc. (SII)
Full Time, Seasonal/Temporary, Apprenticeship/Internship, Remote/Work from Home
position
Listed on 2025-12-01
Job specializations:
-
IT/Tech
IT Support, Technical Support
Job Description & How to Apply Below
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Job Location:Northern Virginia, Orlando, FL, or TX
About the Company: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 to support a program for a government agency at the Department of Homeland Security (DHS). The program provides IT support for over 65,000 users worldwide.
Role Overview :
The Training Lead 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. Support services are required 24/7/365. The position may require working onsite with some remote work options 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 mandatory training requirements.Identify and address training needs through assessments.Adapt training content to technological advancements and feedback.Collaborate with Quality Control to align training with performance trends.Create and present reports on training metrics and improvements.Coordinate with departments to align training 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.Strong mentoring, problem-solving, and communication skills.Experience with knowledge and learning management systems is a plus.Possesses ITIL v4 certification or commits to obtaining it within 6 months.Must be a US Citizen and pass a government Public Trust Security clearance with DHS.Must pass a federal background check (7 years) and credit check.Additional Details:
- Seniority level:
Mid-Senior level - Employment type:
Full-time - Job function:
Information Technology - Industries: IT Services and IT Consulting
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