ITSM Training and Workforce Development Lead

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