• User Support & Training Team Lead

    Location US-VA-Arlington
    Posted Date 3 weeks ago(5/31/2018 3:20 PM)
    Company
    Noblis
    Requisition #
    6117
    Reg/Temp
    Regular Employee
    FT/PT/On-Call
    Full Time
    Security Clearance
    Top Secret
    Job Category
    Training Development
  • Overview

     

    #LI-FB1

    Responsibilities

    Responsibilities

    • Lead User Support/Training Team consisting of Trainers, and User Support Specialists in support of customer outreach and issue resolution
    • Assist Government Lead in defining strategic objectives and tasking team and coordinate with product managers to ensure seamless customer outreach, communications and support across products
    • Collaborate with external organizational stakeholders to ensure user’s needs are being met
    • Apply demonstrated knowledge of business practices to training and user support initiatives
    • Communicate user support tasking and issues to leadership and work to resolve issues
    • Plan and deliver instructor-led and virtual training programs to product stakeholders in support of:
    • Employ ADDIE principles to training development to ensure training is effective and efficiently provided
    • Track and provide metrics on training and ticketing
    • Facilitate collection of user survey results to apply in improving User Support/Training team deliverables and support

    Qualifications

    Qualifications

    • Requires current TS eligibility
    • Bachelor's degree in Systems Engineering, Information Technology, or similar
    • Minimum 12 years IT experience with at least 3 years leading User Support and/or Training teams.
    • Excellent customer service skills
    • Experience with reporting via Microsoft Office, and other third-party applications like Adobe, etc.
    • Data analysis skills
    • Strong interpersonal skills, able to work well in a mixed team environment consisting of government personnel and other contractors. Able to work collaboratively with executive leadership, end users, technical support staff, developers, business analysts.
    • Strong self-organization and self-management skills, with emphasis on self-initiation and follow through
    • Documented and demonstrated experience with Service Manager or industry-standard enterprise ticketing systems and processes required
    • Training development and delivery experience required
    • Software development experience a plus
    • FBI experience a plus

     

    Noblis maintains a drug-free workplace and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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