Service Desk Learning & Performance Consultant Lead

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

Drive workforce readiness by designing, delivering, and continuously improving learning and performance programs for the IT Service Desk. Partner with Service Desk leadership, Quality Assurance, Workforce Management, and Knowledge Management to identify skill gaps, align curriculum to business strategy, and measure effectiveness. Use an ITIL-aligned ITSM framework, performance data, and human-centered design to enhance service reliability and employee experience, including instructor-led and blended delivery.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
USAA
USAA
3 days ago

Service Desk Learning & Performance Consultant Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Drive workforce readiness by designing, delivering, and continuously improving learning and performance programs for the IT Service Desk. Partner with Service Desk leadership, Quality Assurance, Workforce Management, and Knowledge Management to identify skill gaps, align curriculum to business strategy, and measure effectiveness. Use an ITIL-aligned ITSM framework, performance data, and human-centered design to enhance service reliability and employee experience, including instructor-led and blended delivery.
Location: San Antonio, Phoenix
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Anticipate enterprise learning and performance/development requirements to support changing business needs for the IT Service Desk.
  • •Plan, design, develop, implement, communicate, and evaluate complex learning and development programs and experiences aligned to business priorities.
  • •Analyze performance data, quality insights, and support trends to identify skill gaps and drive continual service improvement initiatives.
  • •Curate and organize complex course content across multiple delivery modalities to meet evolving learning needs.
  • •Establish partnerships with internal teams and external vendors to adopt best practices and support tools/processes that measure learner and curriculum effectiveness.

Pay and Benefits

Salary: USD 103,450 - 197,730 annually
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental BenefitsAdoption AssistancePaid LeavePaid HolidaysVolunteer HoursWellness Stipend

Key Requirements

  • •Bachelor's degree; or 4 years of relevant education and/or experience.
  • •8 years of experience conducting needs assessments and managing learning and development programs for diverse client groups.
  • •Lead the full lifecycle of learning programs for Service Desks, IT Support, Contact Centers, or Technical Operations, including continuous improvement.
  • •Design and evaluate learning modalities (instructor-led, virtual, digital, blended) using instructional design and adult learning principles.
  • •Advanced proficiency with Microsoft Office (Word, Excel, PowerPoint) and strong facilitation, presentation, and stakeholder management.
Experience:IT service deskWorkforce enablementKnowledge managementContact centersTechnical operations
Skills:CoachingFacilitationPresentationCommunicationStakeholder management
Certifications:ITIL FoundationKCSATDCPTDHDI
Tech Stack:ITILITSMKnowledge-Centered Service (KCS)Microsoft Office Suite (Word, Excel, PowerPoint)AIAgent AssistHuman centered design

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