Silotech Group Inc

Design, update, and deliver training curricula for Tier I and II service desk staff, conduct onboarding and refresher training, evaluate training effectiveness, and collaborate on training material updates. | Bachelor’s degree or equivalent, 3+ years training program design and delivery in IT service desk environments, experience with Automated Commercial Environment (ACE) training, and preferred instructional design certifications. | Overview Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We deliver customized, agile technical solutions focused on data, enterprise platforms, service engagement, and workforce development through trust-driven and collaborative relationships. The Training Lead develops, maintains, and delivers training programs to ensure service desk personnel are proficient in CBP systems, customer service best practices, and updated IT processes. This contract is contingent upon award. Location The Training Lead is remote or hybrid. Travel to CBP service desk hubs (Ashburn, VA; Orlando, FL; San Antonio, TX) is required for in-person training, onboarding, and periodic support. Clearance Requirements Must be able to obtain and maintain a CBP background investigation (BI). Essential Roles and Responsibilities • Design, update, and deliver training curricula for Tier I and Tier II staff. • Conduct new hire onboarding, refresher, and remedial training. • Evaluate training effectiveness and track staff compliance with government-mandated training. • Collaborate with CBP to update training materials based on new systems or procedures. Qualifications Education: Bachelor’s degree or equivalent training background. Experience: Minimum of 3 years of training program design and delivery in IT service desk environments. Automated Commercial Environment (ACE) Requirement: Experience developing and delivering training for Automated Commercial Environment (ACE), including ACE portal functionality, account management, and bilingual (English/Spanish) ACE support scenarios. Certifications: Training/Instructional design certifications preferred. Desired Skills • Bilingual English/Spanish • Familiarity with knowledge management systems (ServiceNow KMS) and training best practices for service desk agents. • Ability to design bilingual training materials for ACE support. Equal Opportunity Employer Statement Silotech Group is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.