Lead Trainer - Service Desk

Lead Trainer - Service Desk

Roles and Responsibilities:

• Lead the design, development, and implementation of robust training programs for all Service Desk personnel, covering product knowledge, technical skills, customer service best practices, and procedural adherence.
• Conduct advanced training sessions, workshops, and coaching for new hires and existing agents, fostering continuous skill enhancement.
• Create and update engaging training materials, including manuals, presentations, e-learning modules, and practical exercises.
• Collaborate closely with Service Desk management, Quality Assurance, and operations teams to identify training needs, analyze performance gaps, and develop targeted interventions.
• Evaluate the effectiveness of training programs through various metrics, including post-training assessments, performance reviews, and impact on key Service Desk KPIs (e.g., FCR, AHT, CSAT).
• Mentor and provide guidance to junior trainers or team leads who are involved in training activities.
• Stay updated on industry trends in IT Service Management (ITSM) and adult learning methodologies to ensure training programs remain current and effective.
• Contribute to the development and maintenance of the Service Desk knowledge base, ensuring accuracy and accessibility of information.
• Drive initiatives for process improvement through training, aiming to enhance efficiency and service quality.

Skills Requirement:

• Proven experience as a

  Lead Trainer

  or Senior Trainer, specifically within an

  IT Service Desk or Technical Support environment

  .
• Strong understanding of

  IT Service Management (ITSM) frameworks

  , particularly

  ITIL

  .
• Exceptional

  presentation, facilitation, and communication skills

  (both verbal and written).
• Demonstrated ability to design effective training content and methodologies.
• Strong analytical skills to assess training needs, evaluate program effectiveness, and report on training ROI.
• Experience in coaching and developing individuals for performance improvement.
• Leadership qualities with the ability to inspire and motivate a training team and trainees.
• Proficiency in using various training tools and platforms, including e-learning software.
• Excellent interpersonal skills to collaborate effectively with cross-functional teams.

QUALIFICATION:

• Bachelor's degree in a relevant field (e.g., IT, Business, Education, Human Resources) or equivalent practical experience. ITIL certification is highly preferred.