Training Lead

Ashburn, VA

Chronos Operations, LLC is seeking a Training  Lead to support the Customs and Border Protection (CBP) Technology Service Desk (TSD) by designing, delivering, and continuously improving training programs for service desk personnel. This role is responsible for ensuring that all contract staff are fully trained on tools, processes, procedures, and customer service requirements, and that training materials remain aligned with CBP policies, SOPs, and knowledge content.

• Design, develop, and deliver training programs for new hires as well as refresher and remedial training for experienced agents.
• Review and maintain existing formal training curricula aligned with TSD Handbooks, Knowledge articles, and SOPs.
• Develop and maintain the Training SOP, including curricula, guides, and processes/procedures for all tasks.
• Ensure contract personnel are adequately trained in tools, processes, procedures, and customer service best practices.
• Monitor post-training work performance to ensure agents follow instruction provided in training.
• Ensure contractor personnel complete all government-mandated training within established deadlines.
• Track training completion and report status to TSD government leadership.
• Continually review training programs and contract performance for opportunities to improve.
• Develop ad hoc training for new or updated CBP systems/applications.
• Support the Process, Procedure and Operations Deep Dive (Phase 2: Documentation Updates and Training).
• Other duties as assigned.

• Bachelor’s degree in Business Administration, Information Technology, or related field preferred.
• Experience may be used in lieu of education
• 3+ years of experience designing and delivering training in IT.
• Experience with ServiceNow and knowledge management systems.
• Experience with adult learning principles and instructional design.
• Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect.
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Preferred Qualifications:

• Certified Professional in Training Management (CPTM) or similar.
• HDI certification related to training or knowledge management.
• Experience developing IT service desk training curricula.
• Prior CBP or DHS experience.

Knowledge, Skills and Abilities:

• In-depth knowledge of training practices and techniques.
• Ability to support training across all shifts.
• Ability to effectively train individuals with different learning styles.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

How you’ll grow 

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. 

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. 

Benefits 

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. 

Learn more about what working at Chenega MIOS can mean for you.