Training Lead

Chenega Corporation • UNAVAILABLE, Florida

1d • Remote

About The Position

Chronos Operations (CO) is a wholly-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission-critical services in Advanced Analytics & AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence.
Chronos Operations, LLC is seeking a Training Lead to support the Customs and Border Protection (CBP) Technology Service Desk (TSD) by designing, delivering, and continuously improving training programs for service desk personnel. This role is responsible for ensuring 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.

Requirements

• High school diploma or GED equivalent
• 3+ years of experience designing and delivering training in relation to Help Desk Operations and end user assistance.
• In-depth knowledge of training practices and techniques.
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).
• Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect.
• Ability to support training across all shifts.
• Ability to effectively train individuals with different learning styles.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.

Nice To Haves

• Bachelor’s degree in Business Administration, Information Technology or related field preferred.
• Experience may be used in lieu of education
• Certified Professional in Training Management (CPTM) or similar.
• HDI certification related to training or knowledge management.
• Experience developing IT service desk training curricula.
• Prior CBP or DHS experience.
• Experience with ServiceNow and knowledge management systems.
• Experience with adult learning principles and instructional design.

Responsibilities

• Design, develop, and deliver training programs for new hires as well as refresher and remedial training for experienced agents.
• Review and maintain existing formal training curricula aligned with TSD Handbooks, Knowledge articles, and SOPs.
• Develop and maintain the Training SOP, including curricula, guides, and processes/procedures for all tasks.
• Ensure contract personnel are adequately trained in tools, processes, procedures, and customer service best practices.
• Monitor post-training work performance to ensure agents follow instruction provided in training.
• Ensure contractor personnel complete all government-mandated training within established deadlines.
• Track training completion and report status to TSD government leadership.
• Continually review training programs and contract performance for opportunities to improve.
• Develop ad hoc training for new or updated CBP systems/applications.
• Support the Process, Procedure and Operations Deep Dive (Phase 2: Documentation Updates and Training).
• Other duties as assigned.

Benefits

• professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day.
• opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.
• on-the-job learning experiences to formal development programs
• well-being programs
• education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED