ITSM Training and Workforce Development Lead

Tetrad Digital Integrity LLC•Washington, DC

2d•Onsite

About The Position

Tetrad Digital Integrity (TDI) is a leading-edge cybersecurity firm with a mission to safeguard and protect our customers from increasing threats and vulnerabilities in this digital age. TDI is looking for an ITSM Training & Workforce Development Lead who will provide assessment, design, development, and implementation of comprehensive training and workforce development programs in support of IT Customer Support operations. This role ensures effective adoption of IT Service Management (ITSM) tools and practices, including Helix Smart IT as the system of record, and integration of Knowledge Management (KM) processes into daily operations. The Lead provides strategic direction and hands-on execution to modernize training approaches, establish role-based learning pathways, and improve workforce readiness across Tier 1, Tier 2, Supervisors, and Team Leads. This position serves as the primary authority for training program structure, delivery methods, and continuous improvement aligned with industry best practices. This position will start as a six-month long engagement with the hope of it going full-time and requires being on-site at least 3 times a week with our team at the House of Representatives in Washington, DC.

Requirements

Bachelor’s degree in Information Technology, Education, Organizational Development, or related field (or equivalent experience)
Minimum of 5–10 years of relevant experience in training, instructional design, workforce development, or learning program management
Demonstrated experience designing and implementing training programs within IT Service Desk or ITSM environments
Experience supporting Tier 1 and Tier 2 support operations
Strong understanding of ITSM processes, including Incident Management, Request Fulfillment, and Knowledge Management
Proven ability to develop role-based training frameworks and structured learning paths
Experience organizing and standardizing complex or fragmented training materials
Strong communication, facilitation, and stakeholder engagement skills

Responsibilities

Assess current training programs, onboarding processes, and materials to identify gaps, redundancies, and improvement opportunities
Design and implement role-based training frameworks aligned to IT Customer Support functions (Tier 1, Tier 2, Supervisors, Team Leads)
Develop structured training roadmaps and learning pathways, including onboarding and ongoing development
Establish and standardize training delivery methods (e.g., instructor-led training, eLearning, video-based training, simulations, role-based exercises)
Organize, curate, and enhance existing training content; develop new materials as required
Integrate external training resources (e.g., LinkedIn Learning or equivalent platforms) into formal learning paths
Support adoption and effective use of Helix Smart IT (Smart IT) and Knowledge Articles (KAs) as part of ITSM operations
Collaborate with operational staff to ensure training reflects actual workflows, processes, and system usage
Develop and maintain a centralized training and knowledge repository
Define, implement, and track training effectiveness metrics and key performance indicators (KPIs)
Utilize system and operational data (e.g., Remedy/Smart IT) to drive continuous improvement in training and service delivery
Coordinate development of multimedia training content, including system overviews and onboarding modules
Provide guidance to supervisors and team leads on coaching, reinforcement, and role-based development
Apply ITSM and Knowledge Management best practices (e.g., ITIL, KCS) to ensure consistency, scalability, and sustainability of training programs
Support training rollout and change management activities across both Federal employees and contractor staff