Training Support Technical Lead - Active Top Secret with SCI Eli with Security Clearance

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Job description

Suvi is seeking a Technical Lead to manage and lead our Training and Field Support Team in delivering expert-level technical and non-technical training and customer support to our client. This position requires a dynamic individual to work closely with government leadership to enhance our client's workforce by creating comprehensive course materials for analytical applications. To join our team of outstanding professionals, apply today! Responsibilities Lead a diverse, geographically dispersed team: Oversee and manage a team of training and field support Subject Matter Experts (SMEs) located across multiple locations, ensuring cohesive and effective teamwork despite geographic barriers.
Manage the Training Schedule: Coordinate and manage the training calendar for the team, ensuring adequate coverage for all scheduled courses and training events.
Collaborate with Stakeholders: Partner with stakeholders to develop, implement, and continuously improve training programs, actively participating in refining the content and structure of courses to meet the evolving needs of the client.
Mastery of Analytical Applications: Ensure the team members acquire a deep understanding of the analytical applications and tools, enabling them to proficiently instruct end-users on the functionalities and best practices of the systems.
Create Comprehensive Training Materials: Develop and maintain detailed, user-friendly training materials tailored to the various courses offered. Ensure these materials effectively facilitate the transfer of knowledge to participants and are kept up-to-date with any software or process changes.
Provide Frontline Field Support: Deliver real-time, on-site support which includes ad hoc training sessions, troubleshooting, and critical incident response to ensure the smooth operation of systems.
Travel as Needed: Be prepared to travel to different locations as required to deliver training sessions in person, adapting to various environments and unique client needs. Qualifications Active Top Secret with SCI eligibility.
Proven leadership in managing training, development teams, or call center operations, particularly in technical environments (2 years of experience preferred).
Experience developing and delivering technical and non-technical training in both virtual and in-person settings.
Extensive experience in technical support within a Windows-based IT environment (4 years of progressive experience, including internships, preferred).
Knowledge of Intelligence Community (IC) operations, platforms, functions, and processes, including multi-disciplinary Intelligence collection and the Intelligence Cycle (2 years of experience preferred).
Experience using analytic tools and databases to support intelligence analysis and production.
Experience providing Help Desk support to users, troubleshooting issues, and assisting with analytic workflows.
Experience managing integrated workflows using phone, chat, email, Skype, MS Teams, etc.
Experience developing and leading IT Help Desk and Training professionals to deliver excellent customer and technical support.
Experience creating and updating SOPs, syllabi, training videos, and other technical/training documentation.
Experience delivering training on IT systems to IC or Law Enforcement professionals.
Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and the ability to perform data analysis using Excel (statistical methods, charts, pivot tables).
Experience designing and maintaining content in Microsoft SharePoint.
Ability to work effectively with government leadership in co-located environments.
Desired Qualifications: Formal education in IT or a related field is preferred, including Bachelor's, Master's, or Doctoral degrees (not required but valued).
Familiarity with the ADDIE process for effective instructional design and/or Gagne's 9 Events of Instruction.

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