Training Specialist

Company Overview

Spry Methods is a proven provider of mission-focused technology, cybersecurity, and program management solutions supporting critical Federal missions. We specialize in delivering integrated, high-impact solutions across cyber operations, enterprise resource management, and mission support services. Our culture emphasizes collaboration, accountability, and innovation - empowering our teams to deliver meaningful outcomes in complex, high-security environments.

Who We're Looking For (Position Overview)

What Your Day-To-Day Looks Like (Position Responsibilities)

• Design, develop, and deliver training programs supporting IT Call Center operations, including onboarding, technical, compliance, systems, and professional development training.
• Conduct training needs assessments and partner with program leadership to identify skill gaps and develop targeted learning solutions.Facilitate instructor-led, virtual, and hands-on training sessions for call center staff, supervisors, and team leads.
• Develop and maintain training materials, including facilitator guides, job aids, quick reference guides, e-learning content, video tutorials, and knowledge base resources.
• Create and administer assessments, evaluations, and competency reviews to measure training effectiveness and learner readiness.
• Manage new hire onboarding programs, ensuring personnel complete required training and validations before supporting live operations.
• Develop and maintain training content for ServiceNow, AWS Connect, and other call center technologies.
• Analyze performance metrics, quality assurance findings, and customer service trends to identify training opportunities and improve operational performance.
• Maintain training records, certifications, compliance documentation, and training schedules.
• Support knowledge management initiatives through the creation and maintenance of knowledge articles, process documentation, and reference materials.
• Evaluate and continuously improve training programs based on learner feedback, assessment results, and operational outcomes.
• Develop leadership and professional development training for supervisors and team leads.
• Stay current on instructional design best practices, adult learning principles, and call center training methodologies.
• Support business development and proposal efforts through training-related content development and documentation.

What You Need to Succeed (Minimum Requirements)

• Bachelor’s degree in Education, Instructional Design, Organizational Development, Communications, Information Technology, or a related field; equivalent experience may be substituted for a degree.
• Minimum of three (3) years of experience in training, instructional design, learning and development, or workforce enablement within an IT call center, service desk, or IT services environment.
• Experience designing, developing, and delivering training programs for technical support or customer service personnel, including onboarding, systems training, and ongoing professional development.
• Experience creating training materials such as facilitator guides, participant workbooks, job aids, quick reference guides, e-learning content, and knowledge base resources.
• Strong written and verbal communication skills with the ability to facilitate engaging and effective training sessions for diverse audiences.
• Knowledge of adult learning principles and instructional design methodologies, including ADDIE, SAM, or similar frameworks.
• Understanding of IT call center operations, including ticketing workflows, customer service best practices, SLAs, and performance standards.
• Experience conducting training needs assessments and developing targeted learning solutions to address skill gaps and performance challenges.
• Experience developing and administering training assessments, competency evaluations, and learner feedback mechanisms.
• Advanced proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook.
• Proficiency with Microsoft Teams, SharePoint, and other collaboration tools used to support training delivery and record management.
• Strong organizational and project management skills with the ability to manage multiple training initiatives and deadlines simultaneously.
• Ability to collaborate effectively with program leadership, supervisors, quality assurance teams, and technical subject matter experts.
• Experience maintaining training records, tracking employee progress, and supporting training compliance requirements.
• Ability to obtain and maintain any required customer security clearance.

Ideally, You Also Have (Preferred Qualifications)

• Active Secret clearance or higher.Association for Talent Development (ATD) Certified Professional in Learning and Performance (CPLP) or similar training and development certification.
• Experience with e-learning development tools such as Articulate Storyline 360, Adobe Captivate, or comparable instructional design platforms.
• Experience administering Learning Management Systems (LMS), including course management, learner enrollment, completion tracking, and reporting.
• ITIL Foundation certification or familiarity with IT service management principles and call center operations.
• Experience developing and delivering virtual instructor-led training (vILT) using platforms such as Microsoft Teams, Zoom, or similar collaboration tools.
• Experience creating video-based training content using tools such as Camtasia, Loom, or equivalent solutions.
• Experience developing training programs for ServiceNow, AWS Connect, or other ITSM and contact center platforms.
• Knowledge of Section 508 accessibility requirements and their application to training materials and e-learning content.
• Familiarity with training evaluation methodologies, including Kirkpatrick's Four Levels of Evaluation or similar frameworks.
• Experience supporting proposal development efforts through training program descriptions, capability narratives, past performance content, and instructional design support.