Global Service Desk Training Lead

JPMorganChase; Lisboa; On-site; EUR 42,000 - 62,000; Full time

Job summary

JPMorganChase in Lisbon is seeking a Training Facilitator to design, schedule, and deliver onboarding and ongoing development within a global Service Desk. You will align regional trainers to ensure a consistent experience across regions and time zones.

The role partners with Service Desk leadership, SMEs, and Learning & Development to prioritize training needs, measure effectiveness, and drive continuous improvement.

Qualifications

• Strong training facilitation and presentation skills across varied audiences and regions.
• Instructional design capability (structuring sessions, creating learning materials, building assessments).
• Strong stakeholder management and collaboration with SMEs, L&D, and Service Desk teams.
• Organized planning and scheduling skills; able to balance training with BAU constraints.
• Data-driven approach to prioritization and continuous improvement.
• Strong PowerPoint skills.

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, confirming equipment readiness, coordinating access request actions), plus training on tools, products, and phone/customer etiquette.
• Provide clear leadership reporting on attendance, participation, and training outcomes.

Skills

Training facilitation

Presentation skills

Instructional design

Stakeholder management

Planning & scheduling

PowerPoint

Job description

JPMorganChase in Lisbon is seeking a Training Facilitator to design, schedule, and deliver onboarding and ongoing development within a global Service Desk. You will align regional trainers to ensure a consistent experience across regions and time zones.

The role partners with Service Desk leadership, SMEs, and Learning & Development to prioritize training needs, measure effectiveness, and drive continuous improvement.