Service Desk Trainer

Cayuse Holdings•Washington, DC

2d•$115,000 - $120,000•Onsite

About The Position

The Service Desk Trainer plays a vital role in both the development and delivery of training for newly onboarded staff and existing employees. This position is responsible for designing and implementing comprehensive training programs that address the needs of the Service Desk team. In addition to training responsibilities, the Trainer may be required to support the Service Desk in a Shift Lead capacity, ensuring operational continuity when necessary. The Trainer works closely with the Quality Assurance and Quality Control Team to identify common errors, adjust training materials, and provide targeted remedial instruction as needed. Operating within the client’s 24x7 Operations Center, the Trainer educates staff on case management, triage procedures, and the coordination of cybersecurity incident response. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Requirements

Bachelor’s degree in a related discipline such as Homeland Security or Business, or a combination of education, technical training and equivalent experience.
Minimum 2 years working as a dynamic and energetic trainer, preferably training in a WATCH Operations Center or Security Operations Center (SOC).
Minimum 2 years working directly in customer service, preferably for WATCH Operations Center, Security Operations Center (SOC), call center, or customer service center.
Minimum 2 years in a leadership position (e.g., Team Lead), preferably for WATCH Operations Center or Security Operations Center (SOC).
Demonstrated knowledge and understanding of customer service techniques, demonstrated experience providing service desk or call center support.
Experience working with a Service Desk platform such as ServiceNOW or Remedy.
Experience using Amazon Connect for managing customer interactions and contact flows.
Knowledge of National Incident Management System (NIMS) structure, emergency management operations, and background knowledge of one (1) or more critical infrastructure sectors.
Capable of synthesizing, synopsizing, and presenting information at an executive level.
Demonstrate expertise in research, analysis, and technical writing skills and be able to perform triage on questions, issues, or events involving the nation’s critical infrastructures and key resources.
Experience in managing operational teams in dispersed locations during high-tempo mission critical operations.
CompTIA Security+ CE Certification: Demonstrates foundational knowledge in cybersecurity principles, risk management, and network security.
ITIL v4/v5 Certification: Proficient in IT service management best practices, including service lifecycle, continual improvement, and aligning IT services with business needs.
Demonstrated experience in delivering high-quality customer service, with a strong understanding of support workflows and client engagement best practices.
Additional (2) two years of experience may be substituted with an Associate’s degree.
Additional (4) four years of military and/or operations environment experience may be substituted with a high school diploma.
Due to the nature of work at the client’s facility, U.S. Citizen is required.
Top Secret/SCI security clearance is required.
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
Exceptional verbal and written communication skills.
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
Must be self-motivated and able to work well independently as well as on a multi-functional team.
Ability to handle sensitive and confidential information appropriately
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
Ability and willingness to learn new tools and technologies and take on new responsibilities as assigned.

Responsibilities

Create a training curriculum for approval by Federal Staff, covering customer service standards as well as incident reporting protocols.
Conduct training sessions for newly onboard staff to ensure their successful integration.
Deliver refresher training to staff members as required, including conducting on-site training with watch staff using real-world scenarios and exercises.
Collaborate with Quality Control to receive updates on procedures and error trends, revising training materials accordingly.
Provide recommendations for curriculum changes to both Federal and Contract Leadership.
Submit weekly reports to contract leadership detailing the training status and future plans.
Assist the Onboarding Team with tasks such as staff badging, access provisioning, and providing directions to new hires.
Seamlessly move between shifts to work alongside analysts in need of training.
Serve as Shift Lead for the Service Desk when needed, performing operational duties such as: Providing first-line support for incidents and technical issues reported by client staff and customers.
Categorizing and escalating incidents based on severity and ensuring adherence to Standard Operating Procedures (SOPs).
Escalating cases to specialized teams, such as Threat Hunting and Vulnerability Management, as appropriate.
Acting as the primary point of contact for coordination with regional teams, private-sector entities, and partners throughout the incident lifecycle.
Tracking and verifying the distribution and resolution of service requests, ensuring clear communication among stakeholders.
Maintaining oversight of shared mailboxes, incident reports, and phone systems to facilitate efficient case routing and response.
Conducting correlation analysis across cyber, physical, and communication threats to enhance situational awareness.
Supporting senior leadership by contributing to reports that highlight emerging threat patterns and operational metrics.
Providing outstanding customer service and technical support to the client’s partners during incident response.
Participating in shift synchronization meetings to ensure smooth transitions within the 24/7 Operations Center.
Include information in the monthly PMR detailing how this position has supported the Service Desk (Task 3).
Other duties as assigned.