Training Manager

PM Support-Help/Service Desk

Bachelor's degree with 14‑16 years of experience in a Helpdesk/Service Desk environment. Proven expertise in Mac and Windows environments with Service Now as the helpdesk ticketing system.

• Schedule and attend project meetings, assign action items, track status, and provide updates.
• Develop and present a project management plan with timelines and deliverables.
• Maintain a master integrated project schedule for customer activities required to stand up initial support and create a long‑term transition plan.
• Provide support for Email, Calendar (O365/One Drive), RSA Token, PIV Card/Identity Access Management, Password, VPN, Teams/Skype/Jabber, Slack, iPhone/Android, SEFT, LISTSERV, Active Directory/Exchange, and account administration.
• Manage IT Assets Inventory, hardware/software lifecycle, imaging of laptops/PCs/Servers, and develop Power Shell scripts for device provisioning.
• Ensure compliance with US Citizenship or Permanent Residency;
  Public Trust clearance will be enabled.

Work directly with Help Desk staff and application development teams to install, troubleshoot, and maintain various COTS products. Fourn? Provide documentation and support for customer hardware and peripherals.

• Expertise in Mac and Windows environments, Service Now, and support for mobile devices and printers.
• Inventory, lifecycle, dispose, storage, and imaging of laptops/PCs/Servers; develop Power Shell scripts for imaging.
• Document troubleshooting steps, prepare technical documentation, and proofread final documents.
• Provide technical support for Email, Calendar (O365/One Drive), RSA Token, PIV Card, VPN, Teams/Skype/Jabber, Slack, iPhone/Android, SEFT, LISTSERV, Active Directory/Exchange, and account management.
• US Citizen or Permanent Resident;
  Public Trust clearance will be enabled.

Provide end‑user support, hardware installation, network troubleshooting, and escalation management. Train end users on software and hardware usage.

• Set up laptop and desktop computers with peripherals, test network connections, and install software.
• Manage IT assets inventory, lifecycle, and imaging; create Power Shell scripts for device imaging.
• Support Email, Calendar, RSA Token, VPN, Teams/Skype/Jabber, Slack, iPhone/Android, SEFT, LISTSERV, AD/Exchange, and account administration.
• US Citizen or Permanent Resident;
  Public Trust clearance will be enabled.

Identify security vulnerabilities in IT infrastructure and aid remediation efforts using security tools such as Big Fix, McAfee, Tenable.

• Review security scan reports and implement remediation actions.
• Support Email, Calendar, RSA Token, PIV Card, VPN, Teams/Skype/Jabber, Slack, iPhone/Android, SEFT, LISTSERV, AD/Exchange, and account administration.
• US Citizen or Permanent Resident;
  Public Trust clearance will be enabled.

Develop, deliver, and evaluate a comprehensive training curriculum for end users and new hires.

• Create training plans and conduct sessions on Viva Insights, Slack, and other tools.
• Assess training effectiveness and adjust curricula as needed.
• US Citizen or Permanent Resident;
  Public Trust clearance will be enabled.

Provide user support for AV/telecommunications equipment and platforms.

• Connect laptops/Macs to TV display and wireless projectors; support phone systems and conference room equipment.
• Maintain expertise in Zoom, MS Teams, and other collaboration tools.
• Minimum of seven to ten years of related IT experience and a Bachelor’s degree.

Operate and maintain cloud‑based platforms, handle onboarding, troubleshoot issues, and provide support to customers.

• Configure and coordinate logistics for platform implementation.
• Document, track, and escalated customer issues as necessary.
• Research, design, and implement technical solutions; maintain and upgrade existing systems.
• Provide training and support for end users.
• Requires Bachelor’s degree and seven to ten years of related experience.
• US Citizen or Permanent Resident;
  Public Trust clearance will be enabled.