What are the responsibilities and job description for the Project Manager I Training Lead position at Nationwide IT Services?
Project Manager I Training Lead
Remote within commuting distance of: Ashburn, VA, Orlando, FL or San Antonio, TX
Ability to obtain and maintain a CBP Public Trust clearance.
Nationwide IT Services (NIS) is seeking a Project Manager I - Training Lead to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). The Training Lead will be responsible for designing, implementing, and managing training programs that ensure Technology Service Desk (TSD) personnel are fully equipped to deliver world-class IT support across a 24x7x365 operation.
The CBP TSD provides global IT service desk support for more than 65,000 employees, contractors, trade partners, and participating agencies at over 1,800 worldwide locations, resolving technology issues across nearly 300 applications and systems. As Training Lead, you will play a key role in enabling service desk agents to deliver responsive, customer-focused, and compliant IT support services in alignment with HDI and ITIL best practices.
Project Manager I Training Lead Responsibilities Include:
Training Development & Delivery
Knowledge & Documentation Management
Qualifications:
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance.
Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.
Remote within commuting distance of: Ashburn, VA, Orlando, FL or San Antonio, TX
Ability to obtain and maintain a CBP Public Trust clearance.
Nationwide IT Services (NIS) is seeking a Project Manager I - Training Lead to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). The Training Lead will be responsible for designing, implementing, and managing training programs that ensure Technology Service Desk (TSD) personnel are fully equipped to deliver world-class IT support across a 24x7x365 operation.
The CBP TSD provides global IT service desk support for more than 65,000 employees, contractors, trade partners, and participating agencies at over 1,800 worldwide locations, resolving technology issues across nearly 300 applications and systems. As Training Lead, you will play a key role in enabling service desk agents to deliver responsive, customer-focused, and compliant IT support services in alignment with HDI and ITIL best practices.
Project Manager I Training Lead Responsibilities Include:
Training Development & Delivery
- Design, develop, and deliver training programs for TSD agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.
- Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.
- Create and maintain training curricula that cover technical tools, customer service best practices, ticketing processes (ServiceNow), and CBP-specific SOPs.
- Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
- Regularly review training effectiveness and identify opportunities for continuous improvement.
- Track and report training completion, ensuring compliance with all CBP-mandated training requirements and deadlines.
- Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
- Collaborate with Knowledge Management teams to ensure training content aligns with TSD's Knowledge Management System (KMS) and service catalog items.
- Support the development of training materials for new technologies or applications requiring TSD support.
- Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.
Knowledge & Documentation Management
Qualifications:
- In-depth knowledge of training practices and techniques.
- Minimum of three (3) years' experience designing and delivering training in any field.
- Strong communication, facilitation, and presentation skills.
- Demonstrated ability to evaluate training effectiveness and implement improvements.
- Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.
- Experience designing or delivering training within IT service desk or technical support environments.
- Familiarity with ITIL and HDI training frameworks.
- Experience supporting federal IT programs or large-scale enterprise IT environments.
- Proficiency with eLearning platforms, instructional design tools, and blended learning methods.
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance.
Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.
