IT Service Desk Knowledge Training Lead

Virtual Technologies Group • Manchester, NH

12d • $70,000 - $80,000

About The Position

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 Desk’s 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.

Requirements

• Bachelor's 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.
• Instructional 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.

Responsibilities

• 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 articles—from creation and review to publishing, retirement, and auditing—within the Service Desk’s 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 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).

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level