IT Service Desk Trainer

Virtual Technologies Group • Manchester, NH

12d • $55,000 - $65,000

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 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.

Requirements

• Bachelor's 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.
• Facilitation 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.

Responsibilities

• Training Design and Delivery
• New 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 Quality
• Develop 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 Documentation
• Partner 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.

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