Service Desk Trainer

Job#: 3022066

Job Description:

Service Desk Trainer

Location: Arlington Heights, IL (Onsite)

Department: Digital Technology - Service Desk

Employment Type: Long-Term Contract

Rate: $45-$50 per/hr W2

If interested, please e-mail your resume directly to Jeremy at ()

Overview

• Client is committed to delivering exceptional support to our employees across the globe. Our Service Desk is the frontline for all technology-related issues, ensuring our teams stay connected, productive, and empowered. We are seeking a dedicated Service Desk Trainer to elevate the skills, knowledge, and performance of our support specialists. This role is essential in shaping a high-performing team that consistently delivers world-class service.

Key Responsibilities

Training & Development

• Lead comprehensive training programs for new Service Desk hires, ensuring they are fully prepared to support technology ecosystem.
• Deliver ongoing training throughout the year to the entire Service Desk team, including:
  • Process updates
  • New technology rollouts
  • Upskilling and professional development
• Develop and maintain engaging training materials, including presentations, hands-on labs, simulations, and assessments.
• Facilitate virtual and in-person training sessions that support different learning styles and experience levels.

Knowledge Management

• Serve as the primary owner of all Service Desk knowledge articles and troubleshooting documentation.
• Regularly review, update, and enhance knowledge content to ensure accuracy, clarity, and alignment with current processes and technologies.
• Partner with SMEs, engineers, and leadership to ensure documentation reflects best practices and emerging trends.
• Promote knowledge-centered service (KCS) principles to improve team efficiency and consistency.

Operational Support & Collaboration

• Work closely with Service Desk leadership to identify skill gaps, training needs, and performance improvement opportunities.
• Monitor training effectiveness through feedback, performance metrics, and quality audits.
• Collaborate with technology teams to stay ahead of upcoming changes, ensuring the Service Desk is prepared before new tools or processes launch.
• Support onboarding and workforce readiness planning as the Service Desk evolves.

Qualifications

Required

• Experience in a Service Desk, IT support, or technical training role.
• Strong understanding of IT troubleshooting, service management practices, and enterprise technology environments.
• Excellent communication, presentation, and facilitation skills.
• Ability to translate complex technical concepts into clear, accessible training content.
• Strong organizational skills and attention to detail.

Preferred

• Experience with knowledge management frameworks (e.g., KCS).
• Familiarity with ITIL or similar service management methodologies.
• Experience supporting large, distributed teams in a fast-paced environment.
• Background in aviation or enterprise-scale operations.

What You Bring

• You're someone who thrives on helping others succeed. You're patient, curious, and energized by the idea of building a stronger, smarter Service Desk. You enjoy creating clarity out of complexity and take pride in documentation that empowers others to solve problems confidently.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.