The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY

Location: Government facility located in the DC Metropolitan Area

Are you passionate about preparing teams for success and ensuring training excellence? We're seeking a proactive Project Manager – Training Lead to lead training efforts for U.S. Customs and Border Protection's (CBP) Technical Support Desk. If you excel at designing effective training programs, tracking compliance, and collaborating across functions to improve performance, we'd love to hear from you.

Position Description: The Project Manager – Training Lead is responsible for the planning, coordination, and delivery of all training programs supporting the CBP Technical Support Desk (TSD).

Minimum/General Experience: 3 years of experience creating, designing, and delivering information technology (IT) service desk training

Minimum Education: Bachelor's degree in information systems, technology management, or related field

Essential Skills/Qualifications:

• Above average knowledge of service desk training practices and techniques
• Above average experience designing and delivering technical and customer service training
• Above average experience coordinating various training types (e.g., orientation, ad hoc, refresher)
• Above average experience evaluating training effectiveness and analyzing post-training performance
• Above average experience contributing to standard operating procedures (SOPs) and supporting process mapping
• Above average knowledge of help desk systems and software (e.g., ServiceNow, Remedy)
• Above average knowledge of the Information Technology Infrastructure Library (ITIL)
• Knowledge and understanding of the best business practices identified by Help Desk Institute (HDI)
• Excellent attention to detail skills
• Excellent problem solving skills
• Excellent oral and written communication skills    

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment. 

• Assignment Location – Government facility located in the DC Metropolitan Area.
• Sedentary Work – Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 
• Typing, communicating, repetitive motions. 
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. 
• Inside environmental conditions with protection from outside elements. 

Security: Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)

• U.S. Citizenship

Pre-Screening Consists of a review of up to but not limited to:

• Criminal history check – no felony convictions within the past 36 months
• Drug screening
• Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months
• Financial check – bankruptcy and tax liens within the last 7-10 years

CBP Background Investigation Consists of a review of up to but not limited to:

• Credit check
• Criminal history check
• Records check to verify citizenship of family members
• Verification of date of birth
• Education verification
• Employment history verification
• Military history verification
• Interviews with subject, peers, spouse, former spouse(s), neighbors
• Residency verification
• Public records check – bankruptcies, divorces, criminal and/or civil litigation

Tasks/activities include, but are not limited to:

• Designs and documents full training curriculums (e.g., schedules, lesson plans, learning objectives)
• Delivers structured new hire training using approved tools and curriculums
• Develops and delivers refresher and remedial training based on performance and/or policy changes
• Monitors post-training performance to ensure proper knowledge transfer and instruction adherence
• Reviews training materials, outcomes, and performance trends to identify opportunities for improvement
• Collaborates with the Quality Control Lead to identify performance gaps and tailor training solutions
• Aligns training content with updates to SOPs, system changes, and knowledge articles
• Tracks completed CBP mandated trainings and ensures help desk personnel meet deadlines
• Maintains training records to ensure audit-readiness
• Reports training progress and compliance status to the Program Manager and leadership
• Drafts and maintains a comprehensive Training Standard Operating Procedure that outlines all training programs
• Integrates customer support best practices into training
• Perform as an Oxley Supervisor/Team Lead
  • Perform as a Hiring Manager during the Recruiting Process
  • Implement corporate goals; Establish and implement employee individual goals
  • Oversee timesheets, PTO management and tracking, and compliance items; Implement and monitor adherence to employee handbook, code of conduct, policies, and quality management practices
  • Provide an environment that promotes productivity, efficiency, and quality
  • Resolve employee/subcontractor issues; Address pain points; Provide guidance and problem solving
  • Coach, mentor, motivate, and/or train employees and subcontractors
  • Demonstrate familiarity with what each team member's responsibilities and assignments are
  • Assemble weekly, bi-monthly, and/or monthly data for project reports and project past performance documents and project/corporate metrics

Compensation & Benefits: The annual projected pay range for this position is $71,822.00 - $97,895.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.

Oxley Enterprises, Inc. offers a full array of benefits including:

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information:

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