TAC and Training Manager

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

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Lead and manage centralized TAC/help desk and customer-support operations.

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Oversee Level I and II troubleshooting, call-center triage, ticket management, reporting and escalation.

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Manage user-account and access-level administration across Job Corps applications and platforms.

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Ensure effective coordination between the TAC, systems, networking, physical security and other technical support organizations.

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Direct learning technology, training and technical-writing activities.

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Oversee delivery of web-based virtual training, self-paced learning and instructor-supported training.

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Manage and maintain the Job Corps Learning Management System.

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Coordinate webinars, meetings, special training sessions and other learning events.

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Ensure training attendance and participation are tracked and reported.

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Oversee development of release notes, user guides, policies, manuals, notices, reference materials and application Help content.

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Support communications and training associated with IT deployments, application updates, security requirements and program policies.

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Support customer service and technical coordination associated with IP-based physical-security systems.

Required Qualifications

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10 years of experience managing IT professionals.

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10 years of experience supporting Windows Server production environments.

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10 years of experience managing and supporting complex call-center systems.

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10 years of experience in customer-support organizations dealing directly with customers.

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10 years of experience managing at least 20 employees in a customer-support environment.

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10 years of experience as a functional manager within an IT services provider organization.

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Experience supporting IP-based physical-security systems.

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Demonstrated ability to use automated products, graphics packages and audiovisual technologies to prepare and deliver training materials.

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Demonstrated ability to operate within modern learning environments using audiovisual aids, web-based instruction and computer-assisted instruction.

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Four-year college degree in education or an IT-related discipline, or equivalent combination of education and experience.

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At least 3 years of experience writing, conducting and documenting IT systems testing and training.

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At least 2 years of experience developing training tools and materials supporting an environment comparable to Job Corps.

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Excellent written and oral communication skills.

Preferred Qualifications

- Advanced degree.

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Experience supporting a geographically dispersed federal or comparably large enterprise user population.

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Experience with LMS administration, knowledge management and structured IT service-management environments.

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