MSP Trainer

About the role

The MSP Trainer designs, delivers and continuously improves technical, operational and security training programs for a 24/7 Managed Services Provider environment. The role ensures technicians and client‑facing teams are onboarded efficiently, follow standardized processes and stay current on tools, industry trends and security requirements.

Key responsibilities

• Develop and maintain role‑based training curricula for Service Desk, NOC, Projects and Client Success teams using adult‑learning models such as ADDIE and Bloom’s Taxonomy.
• Deliver instructor‑led, virtual and self‑paced sessions on PSA and RMM platforms, ticket lifecycle management, SLAs, workflows, dashboards and reporting.
• Conduct Microsoft 365 training covering Teams, SharePoint, Exchange Online, OneDrive and Intune, as well as cybersecurity awareness topics like phishing prevention and MFA adoption.
• Facilitate live, virtual and in‑person workshops, hands‑on labs and assessments for technical and non‑technical audiences.
• Create, update and manage SOPs, runbooks, knowledge‑base articles, quick‑start guides and other training materials.
• Administer the Learning Management System, track completions, measure KPIs (ramp time, FCR, CSAT, MTTR) and provide performance reports to leadership.
• Coordinate with HR, Recruitment, Workforce Management, Quality Assurance and Operations to align training initiatives.

Required profile

• Hands‑on experience working in a Managed Services Provider environment.
• Strong instructional design and facilitation skills, familiar with adult‑learning principles.
• Operational awareness and the flexibility to support live support environments when needed.
• Excellent communication skills for both technical and non‑technical audiences.

Required skills

• PSA (Professional Services Automation) platforms
• RMM (Remote Monitoring & Management) tools
• Microsoft 365 administration (Teams, SharePoint, Exchange Online, OneDrive, Intune)
• Cybersecurity awareness concepts (phishing, MFA, secure data handling)
• Learning Management System (LMS) administration
• Instructional design methodologies (ADDIE, Bloom’s Taxonomy)