TAC 与培训经理
TAC and Training Manager
我们是一家联邦IT公司，致力于将客户体验（CX）作为每个政府解决方案的核心。
技术是我们热爱的。人才是我们存在的意义。
我们了解技术，但我们更关爱人才。NuAxis是思考者和感受者、工程师和艺术家的家园。我们努力工作，并在过程中互相支持。对我们而言，团队合作不仅仅是一个流行词；它是一种思维模式。
我们相信快乐的员工能做出非凡的工作，所以现在就加入我们的团队吧！我们目前正寻找一位有才华且有动力的TAC和培训经理，从事全职工作。
职位概述
NuAxis Innovations正在寻找一名TAC和培训经理，负责美国劳工部职业培训计划环境中的企业技术支持中心运营、客户服务、培训、学习技术和专业技术沟通。TAC为多达15,000名行政用户提供建立在远程技术支持，每年支持多达45,000名职业培训学生。经理将领导客户服务运营，同时确保有效的工单管理、用户账户管理、升级处理、培训、技术写作和知识管理服务。
职责
- 领导和管理集中化的TAC/帮助台和客户服务运营。
- 监督一级和二级故障排除、呼叫中心分诊、工单管理、报告和升级处理。
- 管理职业培训计划应用程序和平台上的用户账户和访问级别管理。
- 确保TAC、系统、网络、物理安全和其他技术支持组织之间的有效协调。
- 指导学习技术、培训和技术写作活动。
- 监督基于网络的虚拟培训、自主学习和讲师支持的培训交付。
- 管理和维护职业培训计划学习管理系统。
- 协调网络研讨会、会议、特殊培训课程和其他学习活动。
- 确保培训出勤率和参与度被跟踪并报告。
- 监督发布说明、用户指南、政策、手册、通知、参考材料和应用帮助内容的开发。
- 支持与IT部署、应用更新、安全要求和项目政策相关的沟通和培训。
- 支持与基于IP的物理安全系统的客户服务和技术协调。
查看英文原文
We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us; it’s a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated TAC and Training Manager for a full-timeposition.
Position Summary
NuAxis Innovations is seeking a TAC and Training Manager to lead enterprise Technical Assistance Center operations, customer support, training, learning technology and technical communications for the U.S. Department of Labor Job Corps environment.The TAC provides Level I and Level II remote technical support to up to 15,000 administrative users supporting as many as 45,000 Job Corps students annually. The Manager will lead customer-support operations while ensuring effective ticket management, user account administration, escalation, training, technical writing and knowledge-management services.
Responsibilities
- Lead and manage centralized TAC/help desk and customer-support operations.
- Oversee Level I and II troubleshooting, call-center triage, ticket management, reporting and escalation.
- Manage user-account and access-level administration across Job Corps applications and platforms.
- Ensure effective coordination between the TAC, systems, networking, physical security and other technical support organizations.
- Direct learning technology, training and technical-writing activities.
- Oversee delivery of web-based virtual training, self-paced learning and instructor-supported training.
- Manage and maintain the Job Corps Learning Management System.
- Coordinate webinars, meetings, special training sessions and other learning events.
- Ensure training attendance and participation are tracked and reported.
- Oversee development of release notes, user guides, policies, manuals, notices, reference materials and application Help content.
- Support communications and training associated with IT deployments, application updates, security requirements and program policies.
- Support customer service and technical coordination associated with IP-based physical-security systems.
Required Qualifications
- 10 years of experience managing IT professionals.
- 10 years of experience supporting Windows Server production environments.
- 10 years of experience managing and supporting complex call-center systems.
- 10 years of experience in customer-support organizations dealing directly with customers.
- 10 years of experience managing at least 20 employees in a customer-support environment.
- 10 years of experience as a functional manager within an IT services provider organization.
- Experience supporting IP-based physical-security systems.
- Demonstrated ability to use automated products, graphics packages and audiovisual technologies to prepare and deliver training materials.
- Demonstrated ability to operate within modern learning environments using audiovisual aids, web-based instruction and computer-assisted instruction.
- 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.
- At least 2 years of experience developing training tools and materials supporting an environment comparable to Job Corps.
- Excellent written and oral communication skills.
Preferred Qualifications
- Advanced degree.
- Experience supporting a geographically dispersed federal or comparably large enterprise user population.
- Experience with LMS administration, knowledge management and structured IT service-management environments.
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them.Learn More.
NuAxis is an Equal Opportunity Employer, Employment is contingent upon successful completion of a background investigation.Learn Moreabout our Benefits and Culture!
#NAI #DICE
Originally posted on Himalayas