We are seeking an experienced and strategic Training Manager to lead our Service Desk (SD) training programs. In this pivotal role, you will be responsible for the end-to-end training lifecycle for new hires and incumbent staff, ensuring they meet the highest standards of technical support and customer service. You will directly impact client satisfaction and operational excellence by designing, implementing, and measuring training initiatives for large-scale, multi-geography operations.

Key Responsibilities:

• Own the complete New Hire Training lifecycle for Service Desk accounts, from onboarding to certification.

• Design, develop, and update training curricula and materials based on service desk methodologies, client requirements, and global best practices.

• Present training strategies, initiatives, and performance metrics directly to clients during business reviews and transition calls.

• Lead, mentor, and develop a team of trainers and assistant managers (if applicable).

• Manage and execute large-scale training ramp-ups for new clients or expansions across multiple geographies.

• Establish and monitor key training effectiveness metrics (e.g., Kirkpatrick Model) to evaluate impact on performance and productivity.

• Ensure all training programs comply with global standards and are aligned with account KPIs and business objectives.

• Collaborate closely with Operations, Quality Assurance, and Client Services teams to bridge performance gaps.

Essential Qualifications & Experience:

• Bachelor’s degree in Education, Communications, Human Resources, IT, or a related field.

• Minimum of 6-8 years of overall training experience, with at least 4 years specializing in Service Desk/IT Helpdesk environments within the BPO industry.

• Proven experience in handling end-to-end training for large-scale (100+ seats) service desk ramp-ups.

• Demonstrated expertise in instructional design and adult learning principles.

• Exceptional presentation skills with experience in direct client engagement and reporting.

• Strong leadership skills with prior experience in managing or mentoring a team of trainers.

• Excellent command of English, both written and verbal.

• Outstanding organizational and time-management skills.

• Flexibility to work on-site in Eastwood and support a 24/7 operation schedule.

Preferred Credentials:

• Train-the-Trainer Certification (internal or external).

• Master Trainer Certification.

• Project management experience in training transitions for new accounts.

Additional Requirements:

• Must possess a valid passport and be ready for domestic and international travel, sometimes on short notice.

How to Apply:
Interested and qualified candidates are invited to submit their updated resume and a cover letter outlining their relevant Service Desk training experience and achievements. 

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Target Start Date: Immediate