Technical Trainer

Technical Trainer

Location:

Phoenix Onsite

Department:
Service & Support / Operations

Reports To:

COO

Position Overview

We are seeking a knowledgeable and engaging Technical Trainer to design, deliver, and manage training programs that enhance the technical skills, service delivery, and product knowledge of our employees. This role is critical in ensuring our team is equipped to deliver exceptional client support, stay current on technologies, and align with company standards and KPIs.

The Technical Trainer will collaborate with Service Desk leadership, PMO, vCIOs, and other technical leads to build structured learning paths, certification programs, and practical labs. Success in this role will directly impact technician performance, client satisfaction, and overall operational excellence.

Key Responsibilities

* Training Program Development

* Design, update, and deliver onboarding training for new technical employees.

* Develop ongoing training programs covering ITIL, Connect Wise, PSA/RMM tools, security best practices, and core technologies (Microsoft 365, networking, cloud, etc.).

* Create role-based learning paths, from Tier 1 support through advanced engineering roles.

* Build labs, simulations, and documentation to support real-world skill application.

* Training Delivery

* Facilitate in-person, virtual, and on-demand training sessions.

* Conduct quarterly refresher courses and targeted workshops based on performance gaps or new product rollouts.

* Provide coaching and mentoring to technicians to support certification achievement (CompTIA, Microsoft, Cisco, etc.).

* Assessment & Reporting

* Track progress against certifications, baseline knowledge tracks, and KPIs.

* Measure training effectiveness through pre-/post-assessments, utilization metrics, and service desk performance improvements.

* Report training outcomes and recommendations to leadership on a monthly/quarterly basis.

* Collaboration & Continuous Improvement

* Partner with Service Desk Manager and supervisors to identify skill gaps and prioritize training needs.

* Work with the Change Advisory Board (CAB) to incorporate stack changes and new tools into training curriculum.

* Keep training content up to date with industry best practices, security standards, and company-specific procedures.

Qualifications

* Required

* 3+ years of IT service desk, technical training, or related experience.

* Strong knowledge of core MSP technologies:
Microsoft 365, Windows Server, networking, cloud platforms, and security fundamentals.

* Familiarity with Connect Wise Manage (or similar PSA/RMM systems).

* Proven ability to design training curriculum and deliver engaging technical instruction.

* Excellent communication, presentation, and facilitation skills.

* Preferred

* Instructional design or adult learning certification (CompTIA CTT+, Train-the-Trainer, etc.).

* Experience creating e-learning content (LMS, video tutorials, labs).

* Industry certifications (CompTIA A+/N+/S+, Microsoft, Cisco, ITIL).

* Previous MSP or service desk leadership/training experience.

Core Competencies

* Strong problem-solving and analytical skills.

* Ability to translate complex technical concepts into easy-to-understand learning.

* Adaptability and continuous improvement mindset.

* Teamwork and collaboration across multiple departments.

* Commitment to integrity, respect, and communication in line with company values.

Success Metrics

* Improved technician performance against KPIs (mean time to resolution, utilization, queue times).

* Increased certification and skills completion rates.

* Reduction in escalations due to improved baseline knowledge.

* Positive feedback from trainees and leadership on training effectiveness.