Regional Technical Trainer - IT Operations

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

The Regional Technical Trainer is responsible for developing, delivering, and reinforcing training programs that improve employee performance and ensure exceptional client service. This role serves as the primary point of contact for employees who require coaching, guidance, and performance support when their work begins to drift from established service expectations.

Working closely with directors, department managers and supervisors, the Corporate Trainer identifies performance gaps, provides targeted coaching, and equips team members with the knowledge, skills, and confidence needed to consistently deliver high-quality service to our clients.

Key Responsibilities

• Serve as the primary resource for employee coaching, performance improvement, and ongoing skills development.
• Work closely with department managers on employee performance trends and proactively identify opportunities for additional training and coaching.
• Conduct one-on-one coaching sessions with employees whose performance falls below company or client expectations.
• Develop individualized improvement plans with measurable goals and follow-up milestones.
• Design, deliver, and continuously improve onboarding and ongoing training programs.
• Improve, create and maintain training materials, documentation, SOPs, and knowledge base content.
• Reinforce best practices for customer service, technical troubleshooting, communication, documentation, and ticket management.
• Collaborate with managers and supervisors to identify recurring knowledge gaps and recommend training initiatives.
• Track employee progress following coaching sessions and report outcomes to leadership.
• Stay current on company processes, MSP best practices, client requirements, and technology updates to ensure training content remains relevant.
• Foster a culture of continuous learning, accountability, and professional development.

Qualifications

• 5+ years of experience in a Managed Service Provider (MSP) environment.
• Previous experience in training, coaching, mentoring, or team leadership.
• Strong understanding of MSP service delivery, ticket lifecycle, SLAs, escalation procedures, and customer support best practices.
• Excellent communication, presentation, and interpersonal skills.
• Ability to provide constructive feedback while maintaining positive working relationships.
• Strong organizational and documentation skills.
• Experience creating training materials and learning resources.
• Ability to analyze performance metrics and identify coaching opportunities.
• Comfortable working with employees at varying skill levels.