Global Service Desk Training Lead

J.P. Morgan; Viseu; On-site; EUR 42,000 - 54,000; Full time

Job summary

J.P. Morgan in Piedade, Portuguese Republic, is seeking a Training Facilitator within a global Service Desk team to design, schedule, and deliver onboarding, recurring development, and change-driven training across regions and time zones.

You will partner with Service Desk leadership, SMEs, and Learning & Development to prioritize needs, measure effectiveness, and drive continuous improvement, owning the training calendar and end-to-end materials for consistent delivery.

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.

Skills

Facilitation

Instructional design

Stakeholder management

Planning & scheduling

PowerPoint

Job description

Job Responsibilities

If you are seeking a team orientated role that promotes development, progression and outstanding service delivery this may be the position for you. As a Training Facilitator within a global Service Desk team you will play an important part in a financial, heavily regulated environment. This role designs, schedules, and delivers onboarding, recurring development, and change-driven training while aligning regional trainers to ensure a consistent experience across regions and time zones. The facilitator will partner with Service Desk leadership, Support/Coordination teams, SMEs, and Learning & Development to prioritize training needs, measure effectiveness, and drive continuous improvement.

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.

Required

Qualifications, Capabilities and Skills:

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.

Preferred Qualifications, Capabilities and Skills:

Minimum of 3 to 5 years experience in a similar role, inclusive of all the above needs. Experience designing and delivering training in an operational environment (e.G., Service Desk, IT support, operations, customer support). Experience coordinating training across regions/time zones and working with distributed stakeholders/trainers. Experience measuring training effectiveness using assessments and/or participation data. Experience training in a customer service environment, and/or a financial, heavily regulated environment will be valued

Global Service Desk Training Lead • Piedade, Portuguese Republic, PT