Global Service Desk Training Lead

JPMorgan Chase & Co.; Lisboa; On-site; EUR 42,000 - 64,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Training Facilitator for its global Service Desk team. The role designs, schedules, and delivers onboarding, recurring development, and change-driven training across regions and time zones.

You will partner with Service Desk leadership, SMEs, and L&D to prioritize learning needs, measure effectiveness, and drive continuous improvement. Strong facilitation and instructional design skills are essential.

Qualifications

• Strong facilitation and presentation skills across varied audiences.
• Experience designing training content and materials.
• Ability to coordinate with SMEs, L&D, and Service Desk teams.
• Excellent planning and scheduling skills.
• Data-driven approach to prioritization and continuous improvement.
• Proficiency in PowerPoint and learning tools.

Responsibilities

• Own the global Service Desk training calendar, regional schedules, and day-to-day coordination across time zones.
• Align regional trainers and stakeholders to ensure consistent materials, delivery standards, communications, and coverage.
• Design and maintain training end-to-end (learning objectives, decks/job aids, exercises), ensuring alignment with Knowledge Base documentation and validating content with SMEs.
• Plan and facilitate training sessions as needed (new hire onboarding, ad hoc enablement for releases/product changes, client-driven events, and recurring monthly/quarterly/annual programs).
• Build and administer pre- and post-assessments; track attendance and analyze results to identify gaps and improve content and delivery.
• Support onboarding readiness in partnership with regional teams (new joiner communications, equipment readiness, access requests), plus training on tools and etiquette.

Skills

Training facilitation

Instructional design

Stakeholder management

Planning & scheduling

Data-driven decision making

PowerPoint

Tools

MS Office

Job description

JPMorgan Chase & Co. seeks a Training Facilitator for its global Service Desk team. The role designs, schedules, and delivers onboarding, recurring development, and change-driven training across regions and time zones.

You will partner with Service Desk leadership, SMEs, and L&D to prioritize learning needs, measure effectiveness, and drive continuous improvement. Strong facilitation and instructional design skills are essential.