Training Lead / Project Manager I

Aretec Inc

1d•Hybrid

About The Position

Aretec is seeking a Training Lead / Project Manager I to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for designing, delivering, and continuously improving training programs for service desk personnel. The Training Lead / Project Manager I will ensure that all contract staff are fully trained on tools, processes, procedures, and customer service requirements, and that training materials remain aligned with CBP policies, SOPs, and knowledge content. The ideal candidate brings strong instructional design experience, excellent communication skills, and a passion for workforce readiness and performance improvement.

Requirements

In ‑depth knowledge of training practices, techniques, and delivery methods.
Minimum 3 years of experience designing and delivering training in any professional environment.
Strong written and verbal communication skills, with the ability to present complex information clearly.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Nice To Haves

Certified Professional in Training Management (CPTM) or similar certification.
HDI certification related to training, knowledge management, or service desk operations.
Experience developing and delivering IT service desk training curricula.
Prior CBP or DHS experience.
Experience with ServiceNow and knowledge management systems.
Experience applying adult learning principles and instructional design methodologies.

Responsibilities

Design, develop, and deliver training programs for new hires, as well as refresher and remedial training for existing service desk agents.
Review, maintain, and update formal training curricula to ensure alignment with TSD Handbooks, Knowledge Management articles, and Standard Operating Procedures (SOPs).
Develop and maintain the Training SOP, including curricula, guides, processes, and procedures for all TSD tasks.
Ensure all contractor personnel are adequately trained in required tools, processes, procedures, and customer service best practices.
Monitor agent performance following training to validate adherence to training instruction and identify areas requiring additional support.
Ensure contract personnel complete all government ‑mandated training within established timelines.
Track training completion status and provide reporting to TSD Government leadership.
Continuously assess training effectiveness and contract performance to identify opportunities for improvement.
Develop ad hoc training to support new or updated CBP systems and applications.
Support the Process, Procedure, and Operations Deep Dive (Phase 2: Documentation Updates and Training).