TAC and Training Manager

Job Summary

Leading enterprise Technical Assistance Center operations, the full-time TAC and Training Manager will oversee customer support, training, and technical communications for the U.S. Department of Labor Job Corps environment, ensuring effective ticket management and user account administration in a remote setting.

Key responsibilities

• Manage centralized TAC/help desk and customer-support operations, including Level I and II troubleshooting and ticket management
• Direct learning technology and training activities, overseeing web-based virtual training and the Job Corps Learning Management System
• Coordinate communications and training related to IT deployments, application updates, and security requirements

Required qualifications

• 10 years of experience managing IT professionals and supporting Windows Server production environments
• 10 years of experience managing complex call-center systems and customer-support organizations
• Four-year college degree in education or an IT-related discipline, or equivalent combination of education and experience
• At least 3 years of experience writing, conducting, and documenting IT systems testing and training
• Demonstrated ability to develop training tools and materials in a comparable environment