Peraton is seeking a Service Desk Trainer. The Service Desk Trainer is responsible for administering training services and support to assist in Transition, Operational and Continual Service Improvement goals across the DHA Global Service Center (DHAGSC) and the GNOC. The primary responsibility is to administer training to new personnel and to provide any remedial training that is identified by Continual Service Improvement and Service Operation leadership. Additionally, the Trainer is tasked to keep training materials up to date and developing new training materials as needed.

Responsibilities:

• Train all new Service Desk personnel to current specification.
• Ensure Analyst quality meets Service Desk standards prior to release from Training.
• Conduct official hand-off of trainee strengths/weaknesses to Service Operation Supervisors.
• Interact with various third-party support groups to coordinate on-site or remote training on Service Desk supported applications.
• Develop training for the DHA Global Service Center to meet contract requirements.
• Write or facilitate the writing of training guides and training material for all training provided by the Service Desk.
• Write or facilitate the writing of lessons plans for applications.
• Develop assessments for training modules.
• Provide new personnel with policies and guidance for the DHA Global Service Center.
• Participate in the new personnel in-processing process.
• Interact with various Service Desk personnel to continually provide improved training.
• Investigate and suggest improvements to Service Desk procedures.
• Perform regular quality incident and call audits.
• Promote adherence to Service Desk policies and procedures.
• Promote a positive team environment.
• Work with Supervisors & Leads to ensure all training collateral meets or exceeds Quality standards and requirements.
• Promote seamless communication within the Service Desk.
• Work special projects as required. Maintain all area documentation.

Required Qualifications: 

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years in lieu of degree.
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Familiar with and/or certified in curriculum development
• HDI or similar certification
• Familiar with and/or certified in ITIL4. Ability to get ITIL4 certification within 60 days and maintain ITIL certification 
• Experience with ServiceNow and/or other ticketing systems
• Must be on-site in San Antonio, Texas
• Dependable attendance & flexibility to deliver training across all shifts
• Competency in Microsoft Office products: Word, Excel, PowerPoint, and Outlook
• Strong customer service and communications skills
• Proven track record in team leadership
• Familiar with Service Desk applications
• Ability to speak and present in front of groups
• Strong English skills – both written and spoken

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.