IT Call Center Training Expert

Spry Methods; United States; On-site; USD 65,000 - 72,000; Full time

Job summary

Spry Methods seeks a Training Specialist to design, develop, and deliver training for IT call center operations, including onboarding, technical and compliance training. You will create materials, lead instructor-led and virtual sessions, and assess learner competency.

You will maintain training records and collaborate with leadership, SMEs, and QA to drive continuous improvement and ensure alignment with security and program goals.

Qualifications

• Bachelor's degree required in Education, Instructional Design, IT, or related field.
• Minimum of three (3) years of training, instructional design, or workforce enablement experience in IT call center/service desk.
• Experience designing, developing, delivering training programs for technical support or customer service personnel.
• Experience creating facilitator guides, participant workbooks, job aids, quick reference guides, e-learning content, and knowledge bases.
• Strong written and verbal communication skills for diverse audiences.
• Knowledge of adult learning principles and instructional design methodologies (ADDIE/SAM).
• Understanding IT call center operations, SLAs, and performance standards.
• Experience conducting training needs assessments and targeted learning solutions.
• Experience developing and administering training assessments and learner feedback.
• Advanced proficiency with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
• Proficiency with Teams, SharePoint, and collaboration tools for training and record management.
• Strong organizational and project management skills, able to handle multiple initiatives.
• Ability to obtain and maintain required customer security clearance.

Responsibilities

• Design, develop, and deliver training programs for IT Call Center operations (onboarding, technical, compliance, systems, professional development).
• Facilitate instructor-led, virtual, and hands-on sessions for staff, supervisors, and team leads.
• Develop and maintain training materials: facilitator guides, job aids, e-learning content, videos, knowledge bases.
• Create and administer assessments, evaluations, and competency reviews.
• Manage new hire onboarding programs and ensure training completion before live operations.
• Maintain training content for ServiceNow, AWS Connect, and other call center tech.
• Analyze metrics and QA findings to improve training and performance.
• Maintain training records, certifications, compliance docs, and schedules.
• Support knowledge management with articles and process docs.
• Develop leadership training for supervisors and team leads.
• Stay current on instructional design best practices and adult learning.

Skills

Communication

Instructional Design

ADDIE/SAM

Project Management

MS Office

MS Teams/SharePoint

LMS

Security Clearance

Education

Bachelor's degree in Education/ID/IT or related field

Tools

Articulate Storyline 360

Adobe Captivate

LMS administration

Camtasia

Job description

Spry Methods seeks a Training Specialist to design, develop, and deliver training for IT call center operations, including onboarding, technical and compliance training. You will create materials, lead instructor-led and virtual sessions, and assess learner competency.

You will maintain training records and collaborate with leadership, SMEs, and QA to drive continuous improvement and ensure alignment with security and program goals.