IT Service Desk Trainer at Virtual Technologies Group

Job Title: IT Service Desk TrainerPosition Availability: EvergreenAnticipated January 2025Company:Virtual Technologies Group (VTG)Location: Manchester NH (Local Surrounding Area)Department: Help Desk OperationsPosition Type:Full-Time Part TimeEmployee Type: FTE HourlyCompensation: $55000 - $65000Company 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 Trainer is responsible for designing developing and delivering comprehensive training programs for all Service Desk staff covering both new hire onboarding and ongoing professional development. This role is crucial for ensuring all analysts possess the necessary technical proficiency customer service skills and adherence to higher education university processes (ITIL knowledge base ticketing system) to deliver high-quality support and meet performance metrics.Training Design and DeliveryNew Hire Onboarding:Conduct structured engaging and in-depth training for all newly hired Service Desk Analysts ensuring they are fully prepared to operate independently by the end of the training period.Continuous Development:Design and deliver ongoing training modules on new technologies major service changes Service Desk process updates and soft skills (e.g. advanced troubleshooting conflict resolution communication techniques).Curriculum Development:Create and maintain a library of training materials including presentations user guides job aids recorded tutorials and assessments ensuring content is always current and relevant to the SNHU environment.Performance Gap Training:Collaborate with Team Leads and the Deputy Operations Manager to identify performance gaps quality trends and knowledge deficiencies and design targeted remedial training to address these areas.Assessment and QualityDevelop and administer knowledge checks and practical assessments to measure trainee comprehension and readiness for live service.Track and report on the effectiveness of training programs using key metrics (e.g. post-training quality scores time-to-competency new hire performance) and make data-driven adjustments to the curriculum.Ensure all training content reinforces established ITIL processes Service Desk policies and the use of the required ITSM tools and Knowledge Management system.Collaboration and DocumentationPartner with IT staff from the university environment and the Service Desk management team to stay informed about upcoming changes technology deployments and process updates that require new training content.Serve as the primary editor and administrator of the Service Desk Knowledge Base (KB) ensuring all operational procedures are accurately documented and accessible to the team.Maintain meticulous training records including attendance assessment scores and certification completion for all staff.Qualifications and SkillsRequired QualificationsBachelors degree in Education Communication Information Technology or a related field or equivalent experience.Minimum of 3 years of experience developing and delivering training preferably in a technical or IT Service Desk/Call Center environment.Excellent understanding of adult learning principles and modern training methodologies (blended learning virtual training micro-learning).Strong technical proficiency and the ability to quickly learn and teach complex IT concepts systems and applications.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 CompetenciesFacilitation and Presentation:Exceptional public speaking and presentation skills with the ability to maintain audience engagement and convey complex information clearly.Instructional Design:Proven ability to structure and create high-quality professional and effective training materials and curricula.Technical Acumen:Familiarity with common Service Desk technologies including ITSM platforms (e.g. ServiceNow Zendesk) remote support tools and general networking/desktop environments.Collaboration:Strong interpersonal skills with the ability to work effectively with Service Desk management subject matter experts and analysts.Adaptability:Ability to quickly adapt training materials and delivery methods to meet immediate operational needs and changing technical landscapes.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 Children Activity,Information Management,Airbus,Content Writing,Application Development,Dns Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 55000 - 65000