This position is a hybrid role.

Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Training Manager for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).

The Training Manager for the DOJ CIV Help Desk and IT Support Services is responsible for managing training support operations at customer Washington DC locations with customer coverage hours M-F 9:00-5:30PM. The Manager will lead a team supporting approximately 35 training tickets monthly and approximately 55 one-on-one training sessions per month. Manager will demonstrate competency in technical areas preferably as a Microsoft Certified Professional (MCP) to ensure that training support addresses customer IT software and hardware requirements with a foundational and appropriate technical skillset. The Training Manager will possess advanced skillsets to assist with addressing moderately complex training requirements.

Key Tasks and Responsibilities

Manage Training Support service delivery

• Ensure that responses are technically accurate, leverage customer documented guidelines and standard operating procedures (SOPs)
• Ensure team is meeting contract SLA standards
• Track tickets in IT Service Management ticketing system, ensuring properly documented and closed per SLAs
• Escalate tickets to appropriate Tier level for issue resolution when required
• Provide feedback on issues for development of the customers resolution knowledge database
• Manage and monitor training ticket trends and perform analysis to determine changes in level of support required
• Ensure that services are performed at an acceptable level of quality
• Provide training and/or coordinate training for service personnel
• Participate in daily meetings and provide updates on team performance and progress
• Ensure personnel wear proper attire required for service area supported
• Create, analyze, and provide reports from ITSM Ticket System
• Ensure work practices to secure and safeguard all Government provided property and data
• Serve as the single point of contact for Training support issues.

Training Support

• Perform IT training services for the customer end users
• Perform tasks with the development/engineering team, the technical support teams (Tier1, Tier 2, Account Administration, Mobile Support, AV Support, etc.), and end users, for the purposes of creating technical, operational, training medias, and support documentation.
• Conduct IT training for all new hires, via one on one, classroom setting or videoconference at customer classrooms available for use Washington, DC facilities
• Develop overarching training program with curriculum for application and hardware. The program shall include a training schedule for curriculum and include recurring training based on end user training needs
• Conduct general application and training (Office Suites, PDF, etc.).
• Develop curriculum for application and hardware training and create documentation for it.
• Provide training on the litigation specific software CaseMap, TimeMap, QuickBooks, Summation, CORA (Relativity) and TrialDirector.
• Provide training on various litigation topics e.g., creation and use of transcript and document databases, how to scan evidentiary documents, capturing and annotating live transcript feeds on laptops, organizing and sharing attorney work product, and displaying electronic evidence at trial.
• Consult with end users regularly to identify new training opportunities.
• Maintain and update the document repository located in the SharePoint Training Knowledgebase, which contains Best Practice Tips, how to guides, and other publication sources that provide Civil Division customers with guidelines on commonly use products and processes.
• Plan, design, and implement interactive training activities
• Create, update, and maintain training templates and documentation including creation of brochures, Quick Help guides, and other training materials.
• Create and provide training on using AV equipment
• Organize reference materials and develop Standard Operating Procedure (SOP) manuals in written and electronic format.
• Develop Section 508 compliant multimedia visual aids and presentations
• Create testing and evaluation processes.
• Track user training records.
• Address Civil Division customers training needs via classroom training, demonstrations, and one on one training, meetings, conferences, and workshops. It may be required that the training take place remotely.
• Translate technical documentation into content that can be more easily understood by a nontechnical person.
• Work with internal teams to obtain an in-depth understanding of our product and the documentation requirements.

Job Requirements: