Service Desk Communication & Training Specialist

Lancesoft

Atlanta, GA

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JOB DETAILS

SALARY

$22.86

SKILLS

Atlassian JIRA, Business Services, Communication Skills, Content Development, Customer Support/Service, Documentation, Frequently Asked Questions (FAQ), Funding, Government, IT Service Management (ITSM), Information Technology & Information Systems, Knowledge Management Systems, Leadership, Microsoft Office, Microsoft SharePoint, Onboarding, Operational Communications, Organizational Skills, Presentation/Verbal Skills, Record Keeping, ServiceNow, Staff Training, Systems Maintenance, Team Player, Technical Support, Technical Writing, Time Management, Training Program, Training/Teaching, Training/Teaching Materials, User Documentation, Writing Skills

LOCATION

Atlanta, GA

POSTED

3 days ago

Job Description:
Service Desk Communications & Training Specialist

Provides centralized ownership for Information Technology and Business Owners through Service Desk support, and engagement. This role ensures consistent, accurate messaging, support escalations and process resolutions across the district.

Key Responsibilities
Draft and coordinate districtwide communications related to system changes, outages, service updates, and support expectations.
Maintain a centralized repository of all Service Desk communications, aligned by system and sponsoring department.
Collaborating with Readiness and Knowledge leads to ensuring communications accurately reflect support capabilities.
Develop and deliver onboarding training for new desk service staff.
Create and maintain training materials, job aids, and procedural documentation.
Coordinate refresher training and updates as systems or processes change.
Support engagement initiatives that improve awareness of Service Desk services and self-service options.
Ensure communications are timely, clear, and aligned with district leadership expectations.
Receives and Supports Incoming Service Calls
Skills & Qualifications
Strong written and verbal communication skills
Experience in training, documentation, or organizational communications
Ability to translate technical information into user-friendly language
Familiarity with K-12 or public-sector communication practices preferred

Education & Experience

Minimum of 3 5 years of experience in technical training, service desk operations, organizational communications, or user support environments.
Experience developing and delivering staff training programs, onboarding materials, or technical documentation required.
Experience supporting enterprise technology rollouts, operational communications, or customer engagement initiatives preferred.
Experience working within K 12 education, government, or large public-sector organizations is highly desirable.

Technical Requirements

Working knowledge of IT Service Management (ITSM) principles and Service Desk operations.
Experience creating training content, user guides, job aids, FAQs, and procedural documentation.
Familiarity with ticketing systems and knowledge management platforms such as ServiceNow, IIQ, Jira Service Management, or equivalent.
Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and presentation platforms.
Experience using communication and collaboration tools for districtwide messaging and staff engagement initiatives.

Ability to collaborate effectively with technical teams, district leadership, and operational departments.

Operational Expectations

Responsible for ensuring all Service Desk communications are timely, accurate, and aligned with district standards and leadership expectations.
Expected to maintain centralized records of communications, training resources, and procedural documentation.
Ability to coordinate communications during high-impact outages, service disruptions, or major system changes.
Must proactively identify training gaps and recommend ongoing learning opportunities for Service Desk staff.
May be required to support after-hours communications or emergency operational updates during critical incidents.

About the Company

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE

2,000 to 2,499 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

2000

WEBSITE

http://www.lancesoft.com/