Training Lead / Project Manager I

Job Description

Job Description

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Training Lead / Project Manager I for an exciting opportunity located in Ashburn, VA .

Job Description and Responsibilities

ESM is looking for a full-time Training Lead / Project Manager I who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements. Employee responsibilities include :

Ensure TSD services adhere to industry, DHS and CBP best practices, as well as contractual performance standards by assisting in the development and documentation of updated support policies and procedures and training contractor staff in updated support policies and procedures.

Policies and procedures include, but are not limited to, incident / service request detection and recording, classification, investigation and diagnosis, resolution and recovery, closure, incident monitoring, tracking and communication using best practices solutions and continuous process improvement strategies.

• Ensure contract personnel are adequately trained in the tools, processes, procedures, and customer service best practices required to perform the required services
• Follow existing formal training curricula for new hire training as well as refresher and remedial training for experienced agents
• Continually review existing training and contract performance for opportunities to improve
• Monitor "post training" work (including monitoring of new hires and work performed after recurring or remedial training) to ensure that agents are following instruction provided in training
• Ensure contractor personnel take all government-mandated training within deadlines established by TSD Government Leadership-tracking completion of training and reporting to TSD government leadership.

Required Knowledge, Skills and Abilities (KSA)

Desired KSA

Minimum Training, Education, and Certifications

Minimum Clearance

Physical Requirements

Additional Requirements

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.