TRAINING SPECIALIST-SENIOR, NEW ORLEANS

Background:

The Naval Air Warfare Center Aircraft Division (NAWCAD) 7.2 has a requirement to provide a Navy-wide Enterprise Service Desk as a single point of entry for all Navy IT support 24x7x365, which will align with the Joint Information Environment (JIE) initiative. The Service Desk Environment is comprised of a series of interconnected IT systems whose purpose is the integration of information, applications and processes throughout the Navy's global operations footprint, as well as, across Department of Defense (DOD) organizational boundaries.

Job Duties/Responsibilities:

Training Specialists shall be responsible for coordinating and managing day-to-day service delivery of their respective area. This includes all operational environments, organizational relationships, and service delivery activities, in cooperation and coordination with Government personnel, other IT service providers, and all third-party providers associated with delivering or supporting the Government IT environment. The Training Specialists shall be responsible for quantifying service disruptions and facilitating after action problem management and service delivery issues. They shall report to the Project Managers as well as the government leadership as required.

• Focus on training programs for agents, integration of new services, and the overall customer experience.
• Investigation/mitigation of customer complaints, analysis of areas for improvement, coaching and counseling agents to provide the best customer experience.
• Partner with the Government Service Desk Managers and present holistic analyses and situational awareness of developing trends.
• Provide the Government with advice and recommendations needed to select appropriate solutions or courses of action.
• Track and report on training accomplishments/requirements of NESD personnel.
• Develop on-boarding and assimilation training/processes.

Minimum Qualifications:

• ITIL Foundations or HDI Support Center Manager Certification must be obtained within 6 months of hire
• U.S. Citizenship
• Active Secret Clearance

* This position is contingent upon successful contract award. *
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Rollout Systems, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Protected Veteran status, and sexual orientation/gender identity. This contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veterans and individuals with disabilities.