Tetrad Digital Integrity (TDI) is seeking an ITSM Training & Workforce Development Lead to provide assessment, design, development, and implementation of comprehensive training and workforce development programs in support of IT Customer Support operations.
Requirements
- Assess current training programs, onboarding processes, and materials to identify gaps, redundancies, and improvement opportunities
- Design and implement role-based training frameworks aligned to IT Customer Support functions
- Develop structured training roadmaps and learning pathways, including onboarding and ongoing development
- Establish and standardize training delivery methods
- Organize, curate, and enhance existing training content; develop new materials as required
- Integrate external training resources into formal learning paths
- Support adoption and effective use of Helix Smart IT and Knowledge Articles as part of ITSM operations
- Collaborate with operational staff to ensure training reflects actual workflows, processes, and system usage
- Develop and maintain a centralized training and knowledge repository
- Define, implement, and track training effectiveness metrics and KPIs
- Utilize system and operational data to drive continuous improvement in training and service delivery
- Coordinate development of multimedia training content
- Provide guidance to supervisors and team leads on coaching, reinforcement, and role-based development
- Apply ITSM and Knowledge Management best practices to ensure consistency, scalability, and sustainability of training programs
- Support training rollout and change management activities
Benefits
- Generous Paid Time Off
- 401k Matching