IT Service Desk Knowledge Training Lead at Virtual Technologies Group

Job Title: IT Service Desk Knowledge Training Lead Evergreen: Anticipated January 2025Company:Virtual Technologies Group (VTG)Location: Manchester NH (Local Surrounding Area)Department: Help Desk OperationsPosition Type:Full-Time Part TimeEmployee Type: FTE HourlyCompensation Range:$70000 - $80000Company Overview: Virtual Technologies Group is a leading innovator in the technology sector specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency productivity and connectivity. With a team of highly skilled professionals we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence innovation and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group we are dedicated to shaping the future of technology and making a positive impact on the world.The IT Service Desk Knowledge/Training Lead is a dual-function role acting as the primary owner (KB Owner) of the Service Desks Knowledge Base and the lead for staff training and development. This position is responsible for establishing a robust Knowledge-Centered Service (KCS) environment ensuring that high-quality accurate knowledge articles are readily available to drive First Contact Resolution (FCR). Simultaneously this role designs and delivers all new hire and continuous training programs for the Service Desk team supporting a higher education level environment.Knowledge Management and Ownership (KB Owner)Knowledge Strategy:Own develop and enforce the Knowledge Management strategy and workflow ensuring alignment with ITIL and KCS best practices.Content Management:Oversee the entire lifecycle of knowledge articlesfrom creation and review to publishing retirement and auditingwithin the Service Desks ITSM platform.Quality Assurance:Establish knowledge quality metrics and audit procedures to ensure all published articles are accurate technically correct and written in a clear accessible format.Analyst Engagement:Drive analyst adoption and contribution to the Knowledge Base providing coaching and incentives to embed the reuse it improve it create it KCS methodology.Reporting:Report on key Knowledge Management metrics such as knowledge article usage knowledge-driven FCR and content gaps providing insights to the Operations Manager for strategic improvement.Training and DevelopmentTraining Program Management:Design develop and facilitate comprehensive training programs for all Service Desk staff including new hire onboarding and advanced continuous professional development.Curriculum Maintenance:Create and update all training materials (presentations job aids assessments) to reflect current education systems Service Desk processes and technology changes.Performance Gap Training:Collaborate with Team Leads and the QA Lead/Analyst to diagnose performance deficiencies and deploy targeted training interventions to close skill and knowledge gaps.Skills Development:Focus on developing both technical troubleshooting skills and essential customer service/soft skills (e.g. active listening handling difficult customers proper ticket documentation).Required QualificationsBachelors degree in Education Communication Information Technology or a related field or equivalent experience.Minimum of 4 years of combined experience in a Knowledge Management and/or IT Service Desk Trainer role.Demonstrated experience as a Knowledge Base Owner or Administrator.Strong working knowledge of Knowledge-Centered Service (KCS) principles; KCS certification is a significant asset.Experience using: Service Now ITSM Power BI D2L Brightspace Ellucian Banner telephony solutions (RingCentral Five9) Microsoft 365 desktops laptops Windows OS 10 & 11 LogMeIn Rescue. Skills and CompetenciesInstructional Design:Expertise in adult learning principles and the ability to rapidly design engaging and effective training content.Technical Writing:Exceptional writing and editing skills with a proven ability to distill complex technical information into clear concise and easy-to-follow knowledge articles.Change Management:Proven ability to lead cultural change within a team specifically related to the adoption of KCS and new processes.Presentation and Communication:Excellent presentation facilitation and interpersonal skills for conducting training and interacting with subject matter experts.ITSM Familiarity:Strong practical experience with ITSM tools (e.g. ServiceNow Zendesk) for both ticketing and Knowledge Management functions.Why Join UsAt Virtual Technologies Group we provide more than just IT solutionswe offer a dynamic environment where you can learn grow and expand your skillset. As a leading managed services cybersecurity and IT consulting firm we support a diverse range of customers giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.Join a team that values innovation collaboration and professional development. Whether youre looking to sharpen your technical expertise work with cutting-edge technology or make a real impact were committed to helping you build a rewarding career.Benefits Overview: VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans dental insurance vision insurance health savings accounts (HSA) flexible spending accounts (FSA) life insurance short and long-term disability insurance paid time off and holidays and a 401(k) with employer match.EEO Statement:VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other legally protected status.We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications merit and business needs. If you require reasonable accommodation during the application or interview process please contact emailprotected. Required Experience:Senior IC Key Skills Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 70000 - 80000