Technology Service Desk Training Lead

The Technology Service Desk Training Lead will be responsible for leading the design, coordination, delivery, and evaluation of training programs for service desk staff, ensuring consistent knowledge, quality, and compliance across a 24x7x365 environment. This role involves overseeing onboarding, continuing education, and knowledge management practices to enable operational excellence. Responsibilities include developing, implementing, and maintaining comprehensive training programs for TSD analysts, team leads, and support staff, as well as managing onboarding curriculum, certification programs, and refresher training to ensure personnel readiness. The Training Lead will also conduct needs assessments to identify skills gaps and design targeted training solutions, coordinate with various teams to align training with evolving requirements, and maintain and update Knowledge Base articles and other training materials.