Strategic IT Training and Operations Leader

Milestone Technologies, Inc.; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Milestone Technologies is seeking a Technical Trainer to lead client training initiatives in New York. The role blends people leadership with analytics to deliver a world class service experience for the client and global users.

You will challenge the status quo to improve workflows and ensure effective training across teams. The ideal candidate has IT training experience, strong relationship management, and the ability to align training with business objectives.

Qualifications

• 4+ years IT training and development experience.
• Experience in a technical environment.
• Knowledge of SLA achievement and methodology.
• Ability to drive tool and process improvement through innovation.
• Leadership and core business/interpersonal skills.
• Experience leading programs within an IT Operations environment.
• Bachelor's degree in Business, Communications, IT or related field.

Responsibilities

• Plan, develop, and evaluate client training programs.
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve; present metrics weekly to IT Leadership.
• Maintain and report on budget status, and collaborate with HR on personnel questions.
• Maintain documentation and process specific to the customer engagement.
• Develop a strategic perspective of the service from operations information.
• Coach and communicate the corporate vision/values and manage performance expectations.
• Supervise staff and oversee work organized by team leaders.
• Maintain agreed-upon service level agreements.
• Provide updates on program changes to Milestone Technologies and client.
• Ensure documentation is up-to-date and all participants are trained on processes.
• Review change order requests and lead all activities.
• Quarterly business reviews with the client.
• Provide counseling of staff; ensure performance evaluations are completed.
• Determine the need for travel and training of all employees.
• Manage the merit performance process.
• Ensure staff training takes place and compliance can be reported.

Skills

IT training

Client services

Leadership

Analytics

Budget management

Strategic thinking

Negotiations

People development

Education

Bachelor's degree in Business, Communications, IT or related field

Job description

Milestone Technologies is seeking a Technical Trainer to lead client training initiatives in New York. The role blends people leadership with analytics to deliver a world class service experience for the client and global users.

You will challenge the status quo to improve workflows and ensure effective training across teams. The ideal candidate has IT training experience, strong relationship management, and the ability to align training with business objectives.