Service Desk Trainer Jobs

Overview

The Service Desk Trainer plays a vital role in both the development and delivery of training for newly onboarded staff and existing employees. This position is responsible for designing and implementing comprehensive training programs that address the needs of the Service Desk team.

In addition to training responsibilities, the Trainer may be required to support the Service Desk in a Shift Lead capacity, ensuring operational continuity when necessary. The Trainer works closely with the Quality Assurance and Quality Control Team to identify common errors, adjust training materials, and provide targeted remedial instruction as needed. Operating within the client's 24x7 Operations Center, the Trainer educates staff on case management, triage procedures, and the coordination of cybersecurity incident response.

This position aligns with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

• Create a training curriculum for approval by Federal Staff, covering customer service standards as well as incident reporting protocols.
• Conduct training sessions for newly onboard staff to ensure their successful integration.
• Deliver refresher training to staff members as required, including conducting on-site training with watch staff using real-world scenarios and exercises.
• Collaborate with Quality Control to receive updates on procedures and error trends, revising training materials accordingly.
• Provide recommendations for curriculum changes to both Federal and Contract Leadership.
• Submit weekly reports to contract leadership detailing the training status and future plans.
• Assist the Onboarding Team with tasks such as staff badging, access provisioning, and providing directions to new hires.

• Seamlessly move between shifts to work alongside analysts in need of training.
  • Attention will need to be paid to be sure that hour requirements are met. Any changes needed to regular shift times must be brought to the attention of the client's Program Manager and DPM.
• Serve as Shift Lead for the Service Desk when needed, performing operational duties such as:
  • Providing first-line support for incidents and technical issues reported by client staff and customers.
  • Categorizing and escalating incidents based on severity and ensuring adherence to Standard Operating Procedures (SOPs).
  • Escalating cases to specialized teams, such as Threat Hunting and Vulnerability Management, as appropriate.
  • Acting as the primary point of contact for coordination with regional teams, private-sector entities, and partners throughout the incident lifecycle.
  • Tracking and verifying the distribution and resolution of service requests, ensuring clear communication among stakeholders.
  • Maintaining oversight of shared mailboxes, incident reports, and phone systems to facilitate efficient case routing and response.
  • Conducting correlation analysis across cyber, physical, and communication threats to enhance situational awareness.
  • Supporting senior leadership by contributing to reports that highlight emerging threat patterns and operational metrics.
  • Providing outstanding customer service and technical support to the client's partners during incident response.
  • Participating in shift synchronization meetings to ensure smooth transitions within the 24/7 Operations Center.
• Include information in the monthly PMR detailing how this position has supported the Service Desk (Task
  3).
• Other duties as assigned.

• Bachelor's degree in a related discipline such as Homeland Security or Business, or a combination of education, technical training and equivalent experience.
• Minimum 2 years working as a dynamic and energetic trainer, preferably training in a WATCH Operations Center or Security Operations Center (SOC).
• Minimum 2 years working directly in customer service, preferably for WATCH Operations Center, Security Operations Center (SOC), call center, or customer service center.
• Minimum 2 years in a leadership position (e.g., Team Lead), preferably for WATCH Operations Center or Security Operations…