Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Position Overview

Strategic Planning & Analysis

Partner with Service Delivery Managers, IT Leadership, and clients to identify critical skill gaps (technical, process, client-facing) and future training needs for a fast-paced managed services environment
Develop and implement comprehensive L&D strategies, programs, and curricula (e.g., onboarding, technical certifications, leadership development, compliance training) aligned with business goals and service offerings
Stay current with industry trends (AI, emerging cloud platforms) and best practices in L&D and managed services

Content Development & Delivery

Oversee creation and curation of diverse training materials: e-learning modules, technical documentation, workshops, hands-on labs, job aids, and video content, leveraging Subject Matter Experts and vendors
Design and develop online learning modules using video editing tools and course development software (Adobe Captivate, Articulate 360)
Facilitate client-led train-the-trainer sessions; coordinate with Client Account Managers to maintain comprehensive client assessments
Produce, edit, and publish video content in the LMS with corresponding assessments

LMS & Technology Management

Manage the maintenance and creation of TrainCaster LMS content, course catalogs, curricula, user groupings, and compliance reporting for all departments and divisions (FMS, ESD, RCM, MITS)
Facilitate, manage, and maintain updates to the SkillBuilder onboarding content tool; serve as liaison to Knowledge Accelerators regarding this tool
Coordinate with IT personnel to maintain updates for Certiport Certification Testing Center and GMetrix practice testing systems
Track and maintain Certiport Certification reports
Manage digital platforms to deliver, track, and report on training; coordinate virtual and in-person sessions

Stakeholder Collaboration & Management

Collaborate with internal teams (IT, Operations, HR) and external training providers and vendors
Manage training budgets, contracts, and vendor relationships
Coordinate with Director of Learning and Development to curate additional learning content sources to support employee talent development

Evaluation & Continuous Improvement

Measure and report on training ROI, effectiveness, and impact on service metrics (e.g., resolution times, customer satisfaction, staff development achievements)
Assess training method effectiveness based on trainee results during and after training; adapt approaches as needed
Ensure activities meet organizational requirements for quality management and continuous staff development

Minimum Qualifications

Education & Experience

Bachelor's degree in: Education, Instructional Design, Human Resources, or related field,
4+ years of experience in Learning & Development, ideally in IT, technology, or professional services
1-2 years of experience with Learning Management Systems (e.g., TalentLMS, Docebo, TrainCaster)
Proven experience in technical training, instructional design, and LMS administration

Technical Skills

Strong project management, budgeting, and vendor management capabilities
Proficiency with video editing tools and course development software (Adobe Captivate/Articulate 360)
Extensive experience with Microsoft Office Suite
Understanding of Managed Services, ITIL, Cloud technologies, and cybersecurity concepts is a significant plus
Experience working with or in Law Firm Information Technology environments is a plus

Core Competencies

Excellent analytical, problem-solving, and communication skills (verbal and written); ability to convey complex information clearly to diverse audiences
Superior writing and documentation abilities with high attention to accuracy
Highly organized with excellent time management skills; ability to handle high-volume work efficiently
Versatile and flexible; adapts to changing schedules and department needs
Works effectively with minimal supervision and demonstrates appropriate initiative in decision-making
Professional, accountable, and resourceful "team player" mindset
Perceptive in evaluating training effectiveness and adapting methods based on results

Compensation Range $70,000 to $85,000.

Not Sure You Meet Every Requirement?

We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”

Frontline Managed Services

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