Training Lead

Overview Training Lead Remote Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chronos Operations (CO) is a wholly-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission-critical services in Advanced Analytics & AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence. Chronos Operations, LLC is seeking a Training Lead to support the Customs and Border Protection (CBP) Technology Service Desk (TSD) by designing, delivering, and continuously improving training programs for service desk personnel. This role is responsible for ensuring that all contract staff are fully trained on tools, processes, procedures, and customer service requirements, and that training materials remain aligned with CBP policies, SOPs, and knowledge content. Responsibilities Design, develop, and deliver training programs for new hires as well as refresher and remedial training for experienced agents. Review and maintain existing formal training curricula aligned with TSD Handbooks, Knowledge articles, and SOPs. Develop and maintain the Training SOP, including curricula, guides, and processes/procedures for all tasks. Ensure contract personnel are adequately trained in tools, processes, procedures, and customer service best practices. Monitor post-training work performance to ensure agents follow instruction provided in training. Ensure contractor personnel complete all government-mandated training within established deadlines. Track training completion and report status to TSD government leadership. Continually review training programs and contract performance for opportunities to improve. Develop ad hoc training for new or updated CBP systems/applications. Support the Process, Procedure and Operations Deep Dive (Phase 2: Documentation Updates and Training). Other duties as assigned. Qualifications High school diploma or GED equivalent 3+ years of experience designing and delivering training in relation to Help Desk Operations and end user assistance. In-depth knowledge of training practices and techniques. U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). Preferred Qualifications: Bachelor’s degree in Business Administration, Information Technology or related field preferred. Experience may be used in lieu of education Certified Professional in Training Management (CPTM) or similar. HDI certification related to training or knowledge management. Experience developing IT service desk training curricula. Prior CBP or DHS experience. Experience with ServiceNow and knowledge management systems. Experience with adult learning principles and instructional design. Knowledge, Skills, and Abilities: Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect. Ability to support training across all shifts. Ability to effectively train individuals with different learning styles. Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. Strong written and verbal communication skills for technical documentation and stakeholder coordination. Excellent communication, leadership, and project management skills. Ability to work effectively in cross-functional teams and under senior analyst guidance. Ability to meet minimum clearance requirements. Ability to work nights, weekends, and holidays as required. Ability to travel 10%. How you’ll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you. Chenega MIOS’s culture Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenega’s impact on the world. Chenega MIOS News- https://chenegamios.com/news/ Tips from your Talent Acquisition Team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site - www.chenegamios.com Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm LinkedIn - https://www.linkedin.com/company/1472684/ Facebook - https://www.facebook.com/chenegamios/ #Chronos Operations, LLC Teleworking Permitted? Yes Teleworking Details 100% Remote Estimated Salary/Wage USD $65,000.00/Yr. Up to USD $75,000.00/Yr.