Service Desk Learning & Performance Consultant Lead

USAA
San Antonio, Phoenix
Workplace: HybridFull timeUSD 103,450 - 197,730 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Coaching","Presentation","Communication","Stakeholder management"]

Drive workforce readiness, training effectiveness, and performance improvement for an IT Service Desk organization. Partner with Service Desk leadership, Quality Assurance, Workforce Management, and Knowledge Management to develop learning solutions aligned to enterprise needs within an ITIL/ITSM framework. Lead complex learning program planning through evaluation, coach peers and cross-functional teams, and work with vendors to apply best practices. Based in San Antonio or Phoenix with 4 office days per week.

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FursaFursa
USAA
USAA
3 days ago

Service Desk Learning & Performance Consultant Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Drive workforce readiness, training effectiveness, and performance improvement for an IT Service Desk organization. Partner with Service Desk leadership, Quality Assurance, Workforce Management, and Knowledge Management to develop learning solutions aligned to enterprise needs within an ITIL/ITSM framework. Lead complex learning program planning through evaluation, coach peers and cross-functional teams, and work with vendors to apply best practices. Based in San Antonio or Phoenix with 4 office days per week.
Location: San Antonio, Phoenix
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Anticipate enterprise learning and performance/development requirements to support changing business needs.
  • •Align learning programs with enterprise strategy using performance data, quality insights, and business feedback to identify skill gaps and continual service improvement opportunities.
  • •Plan, design, develop, implement, communicate, and evaluate complex learning and development programs and experiences.
  • •Coach and mentor peers and cross-functional team members; lead cross-functional teams and assemble participants for learning solution strategy development and execution.
  • •Partner with internal teams and external vendors to assess business issues, develop executable learning strategies, incorporate best practices, and measure curriculum effectiveness.

Pay and Benefits

Salary: USD 103,450 - 197,730 annually
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental BenefitsAdoption AssistancePaid LeavePaid HolidaysPaid VolunteerWellness StipendLearning Budget

Key Requirements

  • •Bachelor’s degree; or 4 years of relevant education and/or experience.
  • •8 years of experience conducting needs assessment and designing, implementing, and managing learning and development programs for diverse client groups.
  • •Lead end-to-end learning program lifecycle for Service Desks/IT Support/Contact Centers/Technical Operations, including onboarding, service management, knowledge management, and performance improvement.
  • •Design and evaluate instructor-led, virtual, digital, and blended learning modalities using instructional design and adult learning principles.
  • •Demonstrate advanced Microsoft Office Suite skills and strong facilitation, presentation, communication, and stakeholder management; experience supporting Service Desk/service management/knowledge management/workforce enablement is essential.
Experience:IT service managementLearning and development
Education:Bachelor's
Skills:LeadershipCoachingPresentationCommunicationStakeholder management
Certifications:ITIL FoundationKCSATDCPTDHDI
Tech Stack:ITILITSMMicrosoft Office SuiteWordExcelPowerPointKnowledge-Centered Service (KCS)Agent AssistAI

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn