Nationwide IT Services, Inc.

Project Manager I, Training Lead

Nationwide IT Services, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Job Level

Senior

Tech Stack

ServiceNow

About the role

  • Design, develop, and deliver training programs for TSD agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.
  • Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.
  • Create and maintain training curricula that cover technical tools, customer service best practices, ticketing processes (ServiceNow), and CBP-specific SOPs.
  • Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
  • Regularly review training effectiveness and identify opportunities for continuous improvement.
  • Track and report training completion, ensuring compliance with all CBP-mandated training requirements and deadlines.
  • Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
  • Collaborate with Knowledge Management teams to ensure training content aligns with TSD’s Knowledge Management System (KMS) and service catalog items.
  • Support the development of training materials for new technologies or applications requiring TSD support.
  • Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.

Requirements

  • In-depth knowledge of training practices and techniques.
  • Minimum of three (3) years’ experience designing and delivering training in any field.
  • Strong communication, facilitation, and presentation skills.
  • Demonstrated ability to evaluate training effectiveness and implement improvements.
  • Must be able to obtain and maintain a CBP Public Trust clearance.
  • Current CBP BI access is preferred.
  • Experience designing or delivering training within IT service desk or technical support environments (desired).
  • Familiarity with ITIL and HDI training frameworks (desired).
  • Experience supporting federal IT programs or large-scale enterprise IT environments (desired).
  • Proficiency with eLearning platforms, instructional design tools, and blended learning methods (desired).
  • Experience with ticketing processes (ServiceNow) and CBP-specific SOPs (implied).