Project Manager I, Training Lead
Nationwide IT Services, Inc.
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob 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).