The MSP Trainer is responsible for designing, delivering, and continuously improving technical, operational, and security training programs within a 24/7 Managed Services Provider (MSP) environment. This role ensures that technicians and client-facing teams are effectively onboarded, consistently follow standardized processes, and remain current on tools, industry trends, security requirements, and account-specific needs. The ideal candidate combines hands-on MSP experience, strong instructional design and facilitation skills, operational awareness, and the flexibility to remain actively engaged with live support environments when needed. Key Responsibilities:Training Strategy & Program Development Design, implement, and maintain role-based training programs for Service Desk, NOC, Projects, and Client Success teams.Develop structured onboarding curricula covering technical foundations, MSP tools, cybersecurity practices, and service delivery standards. Apply adult learning principles (e.g., ADDIE, Bloom’s Taxonomy) to create effective instructor-led, virtual, and self-paced learning experiences. Technical & Tool EnablementDeliver training on PSA and RMM platforms, including ticket lifecycle management, SLAs, escalations, workflows, dashboards, and reporting. Conduct Microsoft 365 training sessions, covering administration fundamentals and adoption best practices for Teams, SharePoint, Exchange Online, OneDrive, and Intune (baseline). Support cybersecurity awareness initiatives, including phishing prevention, MFA adoption, secure data handling, and secure collaboration best practices.Instruction & FacilitationFacilitate live, virtual, and in-person training sessions, workshops, hands-on labs, and assessments. Adapt facilitation style for both technical and non-technical audiences, including engineers, leadership, and SMB end users. Reinforce standard operating procedures (SOPs) and service delivery best practices through coaching and follow-up.Documentation & Knowledge Management Create, maintain, and regularly update SOPs, runbooks, knowledge base articles, quick-start guides, and training materials. Own the MSP knowledge base to ensure content remains accurate, current, and aligned with active tools, services, and account requirements. Proactively update documentation and training materials in response to product changes, new service offerings, account updates, or industry changes. Learning Management & Reporting Administer the Learning Management System (LMS), including course creation, enrollments, completion tracking, and reporting. Define and track training effectiveness using KPIs such as onboarding ramp time, FCR, CSAT, MTTR, backlog reduction, and certification completion rates. Provide regular training performance reports and insights to leadership and operational stakeholders. Cross-Functional Coordination & Communication Coordinate closely with HR, Recruitment, Workforce Management, Quality Assurance, and Operations to align training delivery with hiring plans, workforce readiness, and operational goals. Provide timely and accurate updates on trainee progress, including onboarding completion, milestone achievements, assessment results, and certifications earned. Communicate training outcomes that may impact employee compensation, readiness status, role eligibility, or advancement. Continuous Learning & Operational Immersion When no formal training sessions are scheduled, proactively develop and update assessments, skills checks, and training content to remain fully aligned with account requirements. Design, distribute, and track bi-monthly (twice-monthly) quizzes for MSP teams to reinforce awareness of: Industry trends and security updates, Company tools, services, and policies, Account-specific workflows and requirementsIn cases of new products, technologies, or service offerings, actively immerse in operations by taking calls or working tickets as needed to fully understand real-world support challenges and account needs. Use operational exposure to continuously refine and improve training programs. Schedule, Travel & Work Location RequirementsMust be flexible to work any shift, including nights, weekends, and holidays, in support of a 24/7 service delivery model. Schedule may vary based on training demands, business needs, and account coverage.Must be willing to report on-site to company offices or client locations to conduct in-person trainings, onboarding sessions, and workshops. Must be willing and able to travel as needed to support training initiatives at other locations. Adaptability and flexibility are essential for success in this role. Requirements3+ years of experience in an MSP or IT services environment (Service Desk, NOC, Projects, or Client Success). Proven experience delivering training using adult learning principles.\Hands-on experience with PSA and RMM platforms (e.g., ConnectWise, Kaseya, NinjaOne, Datto, N-able). Foundational Microsoft 365 administration experience (Teams, SharePoint, Exchange Online, OneDrive, Intune).Experience supporting or delivering cybersecurity awareness training.Strong technical documentation and content development skills. Excellent verbal and written communication skills.Data-driven mindset with experience measuring training effectiveness. Experience managing or administering an LMS. Preferred (Nice-to-Haves) Certifications such as Microsoft Certified Trainer (MCT), ITIL Foundation, CompTIA A+/N+/S+, or Microsoft 365 certifications. Experience across multiple PSA/RMM platforms.PowerShell scripting experience for demos or lab environments. Familiarity with Intune compliance policies and baselines. Experience with eLearning development tools (Articulate Storyline, Camtasia, Adobe Captivate). Experience building client-facing adoption programs or internal train-the-trainer initiatives.
The MSP Trainer is responsible for designing, delivering, and continuously improving technical, operational, and security training programs within a 24/7 Managed Services Provider (MSP) environment. This role ensures that technicians and client-facing teams are effectively onboarded, consistently follow standardized processes, and remain current on tools, industry trends, security requirements, and account-specific needs.
The ideal candidate combines hands-on MSP experience, strong instructional design and facilitation skills, operational awareness, and the flexibility to remain actively engaged with live support environments when needed.
Key Responsibilities:
Training Strategy & Program Development
- Design, implement, and maintain role-based training programs for Service Desk, NOC, Projects, and Client Success teams.
- Develop structured onboarding curricula covering technical foundations, MSP tools, cybersecurity practices, and service delivery standards.
- Apply adult learning principles (e.g., ADDIE, Bloom’s Taxonomy) to create effective instructor-led, virtual, and self-paced learning experiences.
Technical & Tool Enablement
- Deliver training on PSA and RMM platforms, including ticket lifecycle management, SLAs, escalations, workflows, dashboards, and reporting.
- Conduct Microsoft 365 training sessions, covering administration fundamentals and adoption best practices for Teams, SharePoint, Exchange Online, OneDrive, and Intune (baseline).
- Support cybersecurity awareness initiatives, including phishing prevention, MFA adoption, secure data handling, and secure collaboration best practices.
Instruction & Facilitation
- Facilitate live, virtual, and in-person training sessions, workshops, hands-on labs, and assessments.
- Adapt facilitation style for both technical and non-technical audiences, including engineers, leadership, and SMB end users.
- Reinforce standard operating procedures (SOPs) and service delivery best practices through coaching and follow-up.
Documentation & Knowledge Management
- Create, maintain, and regularly update SOPs, runbooks, knowledge base articles, quick-start guides, and training materials.
- Own the MSP knowledge base to ensure content remains accurate, current, and aligned with active tools, services, and account requirements.
- Proactively update documentation and training materials in response to product changes, new service offerings, account updates, or industry changes.
Learning Management & Reporting
- Administer the Learning Management System (LMS), including course creation, enrollments, completion tracking, and reporting.
- Define and track training effectiveness using KPIs such as onboarding ramp time, FCR, CSAT, MTTR, backlog reduction, and certification completion rates.
- Provide regular training performance reports and insights to leadership and operational stakeholders.
Cross-Functional Coordination & Communication
- Coordinate closely with HR, Recruitment, Workforce Management, Quality Assurance, and Operations to align training delivery with hiring plans, workforce readiness, and operational goals.
- Provide timely and accurate updates on trainee progress, including onboarding completion, milestone achievements, assessment results, and certifications earned.
- Communicate training outcomes that may impact employee compensation, readiness status, role eligibility, or advancement.
Continuous Learning & Operational Immersion
- When no formal training sessions are scheduled, proactively develop and update assessments, skills checks, and training content to remain fully aligned with account requirements.
- Design, distribute, and track bi-monthly (twice-monthly) quizzes for MSP teams to reinforce awareness of: Industry trends and security updates, Company tools, services, and policies, Account-specific workflows and requirements
- In cases of new products, technologies, or service offerings, actively immerse in operations by taking calls or working tickets as needed to fully understand real-world support challenges and account needs.
- Use operational exposure to continuously refine and improve training programs.
Schedule, Travel & Work Location Requirements
- Must be flexible to work any shift, including nights, weekends, and holidays, in support of a 24/7 service delivery model.
- Schedule may vary based on training demands, business needs, and account coverage.
- Must be willing to report on-site to company offices or client locations to conduct in-person trainings, onboarding sessions, and workshops.
- Must be willing and able to travel as needed to support training initiatives at other locations.
- Adaptability and flexibility are essential for success in this role.
Requirements
- 3+ years of experience in an MSP or IT services environment (Service Desk, NOC, Projects, or Client Success).
- Proven experience delivering training using adult learning principles.\
- Hands-on experience with PSA and RMM platforms (e.g., ConnectWise, Kaseya, NinjaOne, Datto, N-able).
- Foundational Microsoft 365 administration experience (Teams, SharePoint, Exchange Online, OneDrive, Intune).
- Experience supporting or delivering cybersecurity awareness training.
- Strong technical documentation and content development skills.
- Excellent verbal and written communication skills.
- Data-driven mindset with experience measuring training effectiveness.
- Experience managing or administering an LMS.
Preferred (Nice-to-Haves)
- Certifications such as Microsoft Certified Trainer (MCT), ITIL Foundation, CompTIA A+/N+/S+, or Microsoft 365 certifications.
- Experience across multiple PSA/RMM platforms.
- PowerShell scripting experience for demos or lab environments.
- Familiarity with Intune compliance policies and baselines.
- Experience with eLearning development tools (Articulate Storyline, Camtasia, Adobe Captivate).
- Experience building client-facing adoption programs or internal train-the-trainer initiatives.
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
