New

Training Lead

Strativia
United States, D.C., Washington
Sep 09, 2025
Job Purpose: The Training Lead is responsible for designing, implementing, and managing the training infrastructure for a 24x7x365 Technology Service Desk. This role ensures that all support staff including agents, supervisors, and managers, are equipped with the knowledge, skills, and abilities needed to deliver responsive, customer-focused IT support services. The Training Lead drives staff proficiency, professional development, and continuous improvement through structured curricula, certification pathways, and ongoing competency assessments. Responsibilities: Design, document, and maintain comprehensive onboarding curricula for all new hires, tailored to role-specific requirements (Tier I, Tier II, shift leads, supervisors, and management). Develop training materials covering ServiceNow usage, technical troubleshooting, customer service best practices, and specific SOPs. Integrate policies, ITIL/HDI standards, and security protocols into training programs. Conduct regular training sessions, including onboarding, refresher, and remedial courses. Deliver ad hoc training in response to process changes, new tools, or updated requirements. Assess training effectiveness through testing, performance monitoring, and post-training evaluations to confirm knowledge transfer. Review training effectiveness regularly and identify opportunities for improvement. Collaborate with the Quality Control Lead to address deficiencies and implement targeted training. Support the development of training for new technologies or applications. Track and report all training completion to ensure compliance with mandated requirements and deadlines. Maintain training documentation in approved templates and formats for government review. Other duties as assigned. Requirements: Bachelor's degree in Information Technology, Business, or a related discipline. Minimum of three (3) years of experience developing and facilitating training programs, preferably in IT or service desk environments. Demonstrated ability to design curricula, deliver group and one-on-one training, and evaluate training effectiveness. Familiarity with ITIL, HDI standards, and enterprise service desk operations. Strong communication, presentation, and documentation skills. U.S. citizenship with the ability to successfully complete a background investigation. Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization. Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets