Technical Trainer – Managed Services

About the Role

The Technical Trainer designs, delivers, and continuously improves technical and process training to enable Managed Services Teams. This role equips contact-center agents with the skills and knowledge needed to provide excellent customer support, ensures service desk and remote services staff are technically proficient and process-compliant, and partners closely with Operations, Quality, Knowledge Management, and Client Delivery to align training with real-world performance needs.

Responsibilities

• Build and sustain a highly performing managed services workforce through effective, role-based technical training.
• Reduce operational risk and performance variability through creation and delivery of standardized onboarding and continuous learning content.
• Establish and monitor training schedules, track content, and metrics.
• Develop training materials including instructor-led sessions, self-paced modules, labs, simulations, and assessments for role-based technical positions within managed services.
• Continuously improve training methods to meet the needs of a growing, evolving managed services organization.
• Translate client environments, tooling, and documentation into clear, consumable training content.
• Ensure training aligns with ITIL practices, security/compliance requirements (e.g., HIPAA where applicable), and internal SOPs.
• Develop, organize, and facilitate talent development programs such as new employee training, continuous improvement education, contact center best practices, and skills training (IT, Clinical, and Patient Portal Support).
• Create interactive distance learning solutions to reach Nordic’s remote audience.
• Support cross-training initiatives to improve coverage, resilience, and career progression.
• Serve as subject matter expert for all service desk contact center clients and systems, delivering continuous education for new tools, platforms, client changes, and service offerings.
• Partner with Operations and QA to define “production-ready” criteria.
• Accelerate time-to-productivity and improve service quality, SLA attainment, and customer experience.
• Provide performance analysis feedback to Service Desk leadership as appropriate.
• Assist with knowledge base creation and maintenance as necessary.
• Collaborate with QA, Service Desk Leadership, and Reporting teams to identify training needs based on KPI trends (e.g., FCR, AHT, Reopen/Error rates). Adjust training content based on SLA performance, incident trends, and client feedback.
• Partner with Knowledge Management to improve KB and usage through feedback.
• Work on projects/onboards as needed and assist in other initiatives as directed or assigned.

Requirements

• Bachelor’s degree and 5 years of related experience, a master’s degree and 3 years of related experience, or 8 years of related experience with no degree.
• 5+ years of experience delivering technical training in an omni-channel managed services, IT operations, or service desk environment.
• 4+ years of EHR knowledge and/or experience in Epic, Cerner, MEDITECH, or other EMR.
• Experience in developing, delivering, and assessing success of classroom and/or virtual training/distance learning across multiple applications.
• In-depth understanding of Healthcare Terminology and IT competencies.
• Strong working knowledge of IT service management concepts (e.g., ITIL, incident/request/problem management).
• Ability to translate complex technical concepts into clear, role-appropriate training.
• Experience with common service desk tools, monitoring systems, and enterprise applications.
• Strong facilitation, presentation, and communication skills.
• Excellent customer service and communication skills, both written and verbal.
• Strong business partnership capabilities and the ability to influence others.
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills.
• Flexibility in schedule to work nights and weekends as needed for training needs.

Qualifications

• 3+ years of clinical healthcare experience (i.e., Super User or Clinician in a hospital or healthcare setting).
• Experience in healthcare IT or regulated environments (e.g., HIPAA).
• Certification and/or strong familiarity with adult learning principles and instructional design (ADDIE/SAM/Agile) methodologies.
• Experienced in training delivery for a fully remote workforce.
• Exposure to QA frameworks, call monitoring, or operational performance metrics.
• Relevant certifications: current ITIL-Foundations or higher (v4 certification preferred) and EPIC certifications.

Additional Details

This is a US remote position. Must have a quiet private working space and high-speed internet availability with the ability to direct connect to a router (no wireless).