Technology Service Desk Training Lead

Overview

Training Lead to support the Technology Service Desk contract. This individual will lead the design, coordination, delivery, and evaluation of training programs for service desk staff, ensuring consistent knowledge, quality, and compliance across a 24×7×365 environment. The Training Lead will oversee onboarding, continuing education, and knowledge management practices to enable operational excellence.

Primarily Remote but within commuting distance of the following locations which provide 24/7 access for contractor staff:

The central Government-provided TSD offices in a Government facility located within the DC Metropolitan Area (currently Ashburn, VA).

Type: Full-time, 24×7 support coverage (shift work required)

This position is being posted to identify talent for future need. Position is dependent upon award of work.

Qualifications

• U.S. Citizenship and ability to successfully complete a 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.
• Strong experience in developing training curricula, instructional materials, and e-learning content.
• 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, including flexibility for nights/weekends as needed.

Preferred Qualifications

• Prior CBP TSD or DHS component training experience.
• In depth knowledge of training practices and techniques
• Certifications such as CompTIA CTT+, ITIL, or other training/education credentials.
• Experience with learning management systems (LMS) and e-learning authoring tools.
• Knowledge of customs, trade, or cargo systems is a plus.
• Bilingual (English/Spanish) preferred.

Working Conditions

• Role may involve shift work support to align with operational needs.
• Occasional domestic travel for training delivery, stakeholder engagement, or team workshops.
• Must comply with all CBP security protocols.

Responsibilities

• Develop, implement, and maintain comprehensive training programs for TSD analysts, team leads, and support staff.
• Manage onboarding curriculum, certification programs, and refresher training to ensure personnel readiness.
• Conduct needs assessments to identify skills gaps and design targeted training solutions.
• Coordinate with Program Management, Account Service Desk (ASD), and Quality Assurance (QA) teams to align training with evolving requirements and performance improvement goals.
• Maintain and update Knowledge Base articles, SOPs, user guides, and quick-reference materials.
• Track and report training effectiveness, completion rates, and learning outcomes; recommend process improvements.
• Support CBP-driven initiatives, system upgrades, and process changes by developing just-in-time training content.
• Lead or coordinate training sessions, workshops, webinars, and remote learning modules.
• Ensure all training aligns with CBP standards, security policies, and compliance requirements.
• Serve as a mentor and escalation point for staff seeking guidance on workflows or technical procedures.

Performance Expectations / Metrics

• 100% completion of onboarding training for all new hires.
• Maintain up-to-date training content aligned with evolving CBP requirements.
• Track and achieve training effectiveness and knowledge retention scores above program targets.
• Support reduction in ticket escalations and rework through improved staff training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.