Training Lead (Project Manager I)

Position Summary

The Training Lead (Project Manager I) is responsible for developing, delivering, and maintaining comprehensive training programs that ensure all Technology Service Desk (TSD) personnel are equipped with the knowledge, skills, and resources to meet CBP's mission-critical requirements. This role requires a deep understanding of instructional design, adult learning methodologies, and training delivery in fast-paced IT service desk environments. The Training Lead will work closely with Program and Operations Managers to ensure training programs align with operational requirements and performance objectives.

Key Responsibilities

• Design, develop, and deliver training curricula for new hires, refresher training, and ongoing skill development.
• Maintain and update Training Standard Operating Procedures (SOPs), guides, and instructional materials.
• Conduct training in service desk tools, customer service best practices, CBP-specific policies, and ITIL/HDI-aligned service processes.
• Evaluate training effectiveness through post-training assessments, observation, and performance monitoring.
• Partner with Program and Operations Managers to identify skill gaps and implement remedial training as needed.
• Ensure contractor staff complete all required government-mandated training within established deadlines.
• Track and report training compliance metrics to CBP leadership.
• Provide training recommendations to improve first-contact resolution, customer satisfaction, and operational efficiency.
• Support transition phases (incoming and outgoing) by ensuring staff are trained on revised procedures, updated tools, and CBP standards.

Required Qualifications

• Active or eligible for CBP Background Investigation (BI) - this clearance is required.
• Minimum of three (3) years of experience designing and delivering training in any field.
• In-depth knowledge of training practices and techniques, including adult learning methodologies and instructional design.
• Strong communication, facilitation, and presentation skills.
• Experience creating and managing training documentation (curricula, guides, SOPs).

Preferred Qualifications

• Certification in Training & Development (e.g., ATD CPLP, CompTIA CTT+).
• ITIL Foundation certification or familiarity with ITIL best practices.
• Experience training staff in IT service desk operations or federal IT environments.
• Familiarity with ServiceNow, Amazon Connect, or similar IT service management and call-handling platforms.

Work Environment & Place of Performance

• Work will be performed primarily remotely, with occasional on-site requirements.
• Candidate must reside within commuting distance of Ashburn, VA; Orlando, FL; or San Antonio, TX.
• This position supports a mission-critical 24x7x365 environment, requiring flexibility to provide training across multiple shifts as needed.