Trainer / Service Desk Lead

Job Title:

Trainer / Service Desk Lead

Company Summary:

Zigabyte delivers mission‑focused, secure, and scalable technology solutions for federal and commercial partners. We prioritize innovation, exceptional service, and a collaborative culture designed to support our clients’ most critical business and operational needs.

Job Summary:

The Trainer / Service Desk Lead works primarily off‑site while providing on‑site support as needed for training activities and SIPR‑related requirements. This role develops and manages all aspects of training programs—curriculum development, enrollment, advertising, course preparation, scheduling, records management, survey analysis, and hands‑on instruction for SharePoint and ETMS2 across NIPR and SIPR environments.

The Trainer serves as the primary maintainer of Tier 0 training materials, manages CFC EIS Support Center updates, and oversees all training records and associated permissions. This role also manages AF Portal site responsibilities, including communication with new Content Manager (CM) candidates, granting publishing permissions after completed training, executing and reporting CFC NIPR SharePoint Section 508 compliance audits, and attending twice‑monthly AF Portal CM technical meetings.

As the FAS contract holder, Zigabyte is the only vendor conducting proactive weekly meetings with the AF Portal Help Desk—enabling early visibility into planned updates and system changes. The Trainer / Service Desk Lead supports this partnership while also providing leadership and guidance within the service desk environment.

Responsibilities:

Training Development & Delivery

• Develop, maintain, and deliver training curriculum for SharePoint and ETMS2 across NIPR and SIPR.
• Manage course enrollment, advertising, scheduling, course preparation, and post‑course surveys.
• Maintain and update Tier 0 training materials and CFC EIS Support Center resources.
• Serve as the primary custodian of all training records and manage associated permissions.

AF Portal & SharePoint Governance

• Manage AF Portal site functions, including onboarding communication with new CM candidates.
• Conduct CM training and grant publishing permissions upon completion.
• Complete, document, and report CFC NIPR SharePoint Section 508 compliance audits.
• Attend AF Portal CM technical meetings twice each month.
• Participate in Zigabyte’s weekly proactive meetings with the AF Portal Help Desk to stay ahead of system changes.

Service Desk Leadership

• Provide leadership, structure, and support for Tier 1 service desk operations.
• Assist in resolving technical issues, ensuring adherence to service levels and ITIL best practices.
• Support escalation management and maintain high‑quality customer service standards.

Additional Duties

• Collaborate with cross-functional teams to enhance support processes and training effectiveness.
• Maintain awareness of DoD IT policies, governance requirements, and accessibility standards.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Strong experience developing and delivering technical training programs.
• Excellent verbal and written communication skills.
• Strong knowledge of SharePoint governance, accessibility requirements, and DoD IT policies.
• Ability to manage complex training operations, schedules, and records.
• Strong customer service focus with the ability to mentor and guide service desk team members.
• Ability to function effectively in fast‑paced, highly structured environments.
• Proficiency with Microsoft 365, SharePoint, Teams, and common support tools.
• Understanding of Section 508 compliance requirements.

Desired Skills/Experience:

• ETMS2 experience strongly preferred.
• Experience working in DoD or federal IT environments.
• Experience with knowledge base systems or training content management.

Minimum Education:

• Bachelor’s degree or equivalent experience.
• 5+ years of training delivery and instructional design experience.
• 3+ years of service desk support experience.
• 3+ years of SharePoint and Teams administration experience.
• ITIL Foundations certification required.

Job Stipulations:

• Must be able to work independently off-site and travel on-site as required.
• Must maintain a quiet workspace with reliable high‑speed internet.
• Must be able to support an 8‑hour shift between 0700–1600 EST.
• Must be able to obtain and maintain appropriate security clearances.

Physical Requirements:

• Prolonged periods of sitting and working on a computer.
• Must be able to lift up to 15 pounds occasionally.

Company Benefits:

Health care, retirement benefits, and other company-provided programs.