Knowledge & Training Manager, IT Support

Purpose Brands Intermediate, LLC; United States; Hybrid; USD 95,000 - 108,000; Full time

Job summary

Purpose Brands LLC seeks a Manager, Knowledge and Training to lead Technical Operations training and develop clear knowledge resources for support teams and end users. You will partner with offshore teams, use AI tools to accelerate content, and measure impact through proficiency and support quality.

The role involves creating onboarding, refresher programs, and hands-on training, while ensuring accurate documentation and scalable knowledge assets across regions and audiences.

Qualifications

• 4+ years in technical support, knowledge management, or training.
• Experience creating end-user knowledge content and training on IT processes.
• Ability to simplify complex technical workflows for diverse audiences.
• Proficiency with approved generative AI tools and prompts.

Responsibilities

• Design, develop, and deliver onboarding and refresher training using instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning on support processes, troubleshooting, ticket documentation, escalation, and customer communication.
• Personally facilitate onboarding, refresher, and support-process training while coordinating with offshore Training and Development leaders; retain ownership of training content, quality, and outcomes.
• Publish and maintain end-user and internal support content, including FAQs, troubleshooting guides, SOPs, known-issue guidance, and escalation instructions.

Skills

Instructional Design

Facilitation

Technical Writing

Communication

Project Management

Education

Bachelor's degree in Information Technology, Instructional Design, Education, Communications, or related discipline

Tools

LMS

Content Authoring Tools

Job description

Purpose Brands LLC seeks a Manager, Knowledge and Training to lead Technical Operations training and develop clear knowledge resources for support teams and end users. You will partner with offshore teams, use AI tools to accelerate content, and measure impact through proficiency and support quality.

The role involves creating onboarding, refresher programs, and hands-on training, while ensuring accurate documentation and scalable knowledge assets across regions and audiences.