Project Manager – Training Lead
QuesTek Europe AB
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
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
Requirements
- 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