Federal IT TAC & Training Lead

NuAxis Innovations; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

NuAxis Innovations is seeking a TAC and Training Manager to lead enterprise Technical Assistance Center operations, customer support, training, learning technology and technical communications for the U.S. Department of Labor Job Corps environment.

The TAC provides Level I and II remote support to thousands of users and tens of thousands of students annually. The Manager will supervise ticket management, user accounts, escalation, training delivery, and knowledge management, coordinate webinars

Qualifications

• Ten years of IT people-management experience.
• Ten years supporting Windows Server production environments.
• Ten years managing call-center systems.
• Ten years in customer-support organizations.
• Ten years leading teams of 20+ employees.
• Ten years as a functional manager in IT services.
• Experience with IP-based physical-security systems.
• Experience using graphics/audio-visual tools to create training materials.
• Ability to deliver training in modern learning environments (AV, web-based, computer-assisted).
• Four-year degree in IT or education or equivalent mix of education and experience.

Responsibilities

• Lead centralized TAC/help desk and customer-support operations.
• Oversee Level I/II troubleshooting, ticket management, escalation and reporting.
• Manage user accounts and access across Job Corps applications.
• Coordinate with IT, security and other support teams.
• Direct learning technology, training, and technical-writing activities.
• Oversee web-based training delivery and LMS activities.
• Coordinate webinars and special training events.
• Develop release notes, guides, and help content.
• Support IT deployments, updates, security requirements and policies.

Skills

IT management

Windows Server

Call-center systems

Customer-support

People management

IT services provider

IP-based physical-security

Training materials

Learning environments

Education discipline

Education

Four-year college degree in IT or education

Advanced degree

Tools

LMS administration

Knowledge management

Service-management frameworks

Job description

NuAxis Innovations is seeking a TAC and Training Manager to lead enterprise Technical Assistance Center operations, customer support, training, learning technology and technical communications for the U.S. Department of Labor Job Corps environment.

The TAC provides Level I and II remote support to thousands of users and tens of thousands of students annually. The Manager will supervise ticket management, user accounts, escalation, training delivery, and knowledge management, coordinate webinars