ESM ยท 4 months ago
Training Lead/Project Manager I
Ashburn, VA
Full-time
Onsite
Mid Level
3+ years expEnterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. They are hiring a Training Lead/Project Manager I to ensure that training services adhere to best practices and to oversee the training of contractor personnel.
Education
No H1B
Responsibilities
Ensure TSD services adhere to industry, DHS and CBP best practices, as well as contractual performance standards by assisting in the development and documentation of updated support policies and procedures and training contractor staff in updated support policies and procedures
Policies and procedures include, but are not limited to, incident/service request detection and recording, classification, investigation and diagnosis, resolution and recovery, closure, incident monitoring, tracking and communication using best practices solutions and continuous process improvement strategies
Ensure contract personnel are adequately trained in the tools, processes, procedures, and customer service best practices required to perform the required services
Follow existing formal training curricula for new hire training as well as refresher and remedial training for experienced agents
Continually review existing training and contract performance for opportunities to improve
Monitor 'post training' work (including monitoring of new hires and work performed after recurring or remedial training) to ensure that agents are following instruction provided in training
Ensure contractor personnel take all government-mandated training within deadlines established by TSD Government Leadership-tracking completion of training and reporting to TSD government leadership
Qualification
Required
In depth knowledge of training practices and techniques
Experience with Federal and DoD IT policies, standards and best practices
A minimum of three (3) years of experience designing and delivering IT-related training
Bachelor's degree in related field
CBP Background Investigation (BI)
Ability to sit, stand, walk for extended periods of time
Ability to use a computer
U.S. citizens or have Lawful Permanent Resident Status
Preferred
Experience with DHS and CBP IT best practices
Desired HDI Customer Service Representative or HDI Support Center Analyst, ITIL v4, Certified Associate in Project Management (CAPM)
Company
ESM
If you know ESM for helping students enroll, graduate and succeed by offering solutions along the student lifecycle, we're even bigger and better now as a Xerox company.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase