Project Manager – Training Lead

QuesTek Europe AB

full-time

Posted on: 9/16/2025

Origin: • 🇺🇸 United States • Florida

✨ AI Apply

Senior

Cyber SecurityITSMJavaScriptServiceNow

About the role

Own the Training SOP and end-to-end curriculum for new-hire, refresher, and change-driven training across Tier 1 and Tier 2 support
Author and maintain the Training SOP; design curricula, objectives, and delivery methods for new-hire, refresher, and ad hoc training
Align training priorities to quality trends, customer feedback, and new/updated systems; coordinate with QA and Operations
Track completions and outcomes; ensure training records support readiness and compliance
Collaborate with knowledge management to keep articles current and aligned to procedures
Onsite reporting may be ad-hoc or recurring; work is hybrid/commutable to Ashburn, VA; Orlando, FL; or San Antonio, TX

Bachelor’s degree from an accredited university or equivalent years of relevant work experience
A minimum of five (5) + years designing and delivering technical customer support training in service desk or contact center environments
Demonstrated experience with curriculum development, adult learning methodologies, and SOP authorship
Strong facilitation, communication, and stakeholder engagement skills
Must be able to obtain and maintain a DHS/CBP Background Investigation (BI)
Preferred: Experience with HDI/ITIL or equivalent frameworks
Preferred: Experience training on ServiceNow or similar ITSM platforms
Preferred: Experience supporting training for federal programs or highly regulated environments