Project Manager I (Training Lead)

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

Location: Ashburn, VA (On-site)

Clearance Requirement: U.S. Citizen or Lawful Permanent Resident (LPR) with the ability to pass a CBP Background Investigation (BI)

Overview

We are seeking a highly motivated Project Manager I (Training Lead) to join our team delivering 24x7x365 Technology Service Desk (TSD) operations in support of a large, mission-critical enterprise environment. The TSD serves as the primary point of contact for IT support services, handling calls, chats, emails, self-service requests, and incident reports for a diverse global user base of over 65,000 employees, contractors, and external partners across more than 1,800 locations worldwide.

This position is responsible for leading training initiatives to ensure all contract personnel are properly equipped with the knowledge, tools, and skills needed to provide world-class IT support. The Training Lead will play a key role in maintaining and enhancing service quality by developing, delivering, and monitoring training aligned with industry best practices, contractual standards, and continuous process improvement strategies.

Responsibilities

• Ensure TSD services comply with industry best practices, contractual performance standards, and federal IT policies.
• Assist in the development, documentation, and delivery of updated support policies and procedures.
• Design and implement training curricula for new hires, refresher courses, and remedial training.
• Provide ongoing evaluation of training programs, identifying opportunities to improve knowledge transfer and service performance.
• Monitor "post-training" performance to ensure proper application of training content, including close oversight of new hires and personnel completing refresher/remedial training.
• Track completion of all government-mandated training and report compliance to TSD Government Leadership.
• Support incident/service request management processes including detection, classification, investigation, resolution, recovery, closure, and communication.

Required Qualifications

Education:

• Bachelor's degree in a related field.

Experience:

• Minimum of three (3) years of experience designing and delivering IT-related training programs.
• In-depth knowledge of training practices, methodologies, and techniques.
• Experience with Federal and DoD IT policies, standards, and best practices.
• Strong communication, organizational, and leadership skills.

Certification:

• HDI Customer Service Representative or HDI Support Center Analyst certification (desired)
• ITIL v4 certification (desired)

Desired Qualifications

• Experience with DHS and CBP IT best practices.

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.