Technology Service Desk Training Lead

This Technology Service Desk Training Lead position focuses on supporting the Technology Service Desk contract. The role involves leading the design, coordination, delivery, and evaluation of training programs for staff, ensuring consistent knowledge, quality, and compliance. The position is primarily remote and requires access for 24/7 support.

Requirements

• U.S. Citizenship
• Successful completion of CBP background investigation/public trust
• Bachelor’s degree in Education, Training, IT, Business, or related field (or equivalent experience)
• 3–5 years of experience in training, knowledge management, or workforce development within IT Service Desk or Help Desk environments
• Familiarity with ITIL processes, ITSM tools (ServiceNow preferred), and federal IT service desk operations
• Excellent written, verbal, and presentation skills
• Ability to work in a 24×7 support environment
• Experience with learning management systems (LMS) and e-learning authoring tools (Bilingual preferred)

Benefits

• Remote work
• 24/7 support coverage