Technical Trainer

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 looking for a passionate, self-motivated Technical Trainer who brings a wealth of people management, knowledge and expertise. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required.

We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance from our Global Service Operations Management Team.

Responsibilities

• Plan, develop, and evaluate client training programs
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve Present operational metrics weekly to IT Leadership
• Maintain and report on budget status, in addition to other financial measures defined for the customer engagement Collaborate with Milestone Technologies Human Resources on all personnel issues or questions
• Maintain documentation and process specific to the customer engagement
• Develop a strategic perspective of the service based on multiple levels of detailed operations information
• Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• Supervise staff and oversee work organized by team leaders
• Maintain agreed upon service level agreements
• Provide Milestone Technologies and the client with any updated program changes
• Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
• Review change order requests and lead all
• Quarterly business reviews with the client
• Provide counseling of staff Ensure that performance evaluations of all staff are completed according to the Personnel Manual
• 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

• 4+ years IT training and development experience
• Previous experience working within a technical environment
• Knowledge of SLA achievement and methodology Development and implementation of technical training programs
• Ability to drive tool and process improvement through innovation
• Leadership and core business/interpersonal skills Successful project management experience
• Ability to establish relationships with Business Teams
• Familiarity with common metrics used in the IT industry
• Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
• Excellent problem solving, communication, and organizational skills
• Experience leading programs within an IT Operations environment
• Bachelor's degree in Business, Communications, IT or related field of study