Project Manager-Training Lead

Cherokee Nation System Solutions (CNSS) is seeking a Project Manager I - Training Lead to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). The Training Lead will be responsible for designing, implementing, and managing training programs that ensure Technology Service Desk (TSD) personnel are fully equipped to deliver world-class IT support across a 24x7x365 operation.

The CBP TSD provides global IT service desk support for more than 65,000 employees, contractors, trade partners, and participating agencies at over 1,800 worldwide locations, resolving technology issues across nearly 300 applications and systems. As Training Lead, you will play a key role in enabling service desk agents to deliver responsive, customer-focused, and compliant IT support services in alignment with HDI and ITIL best practices.

Compensation & Benefits:

Estimated Starting Salary Range for Project Manager I Training Lead: TBD

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Project Manager I Training Lead Responsibilities Include:

Training Development & Delivery

• Design, develop, and deliver training programs for TSD agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.

• Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.

• Create and maintain training curricula that cover technical tools, customer service best practices, ticketing processes (ServiceNow), and CBP-specific SOPs.

• Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
• Regularly review training effectiveness and identify opportunities for continuous improvement.
• Track and report training completion, ensuring compliance with all CBP-mandated training requirements and deadlines.
• Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
• Collaborate with Knowledge Management teams to ensure training content aligns with TSD's Knowledge Management System (KMS) and service catalog items.
• Support the development of training materials for new technologies or applications requiring TSD support.
• Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.

Training Program Oversight & Improvement

Knowledge & Documentation Management

Project Manager I Training Lead Experience, Education, Skills, Abilities requested:

Required

• In-depth knowledge of training practices and techniques.
• Minimum of three (3) years' experience designing and delivering training in any field.
• Strong communication, facilitation, and presentation skills.
• Demonstrated ability to evaluate training effectiveness and implement improvements.
• Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.

Desired Qualifications

• Experience designing or delivering training within IT service desk or technical support environments.
• Familiarity with ITIL and HDI training frameworks.
• Experience supporting federal IT programs or large-scale enterprise IT environments.
• Proficiency with eLearning platforms, instructional design tools, and blended learning methods..

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

#CherokeeFederal #LI #LI-REMOTE

Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Similar searchable job titles

IT Training Manager

Training and Development Lead

Learning & Development Project Manager

Instructional Design Manager

Technical Training Coordinator

Keywords

IT Service Desk Training Lead

Instructional Design and Delivery

Technical Training and Development

Learning and Development Project Manager

ITIL / HDI Training Programs

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.