Learning & Development Manager

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.

• 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

• 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
• Manage the maintenance and creation of Train Caster 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 Skill Builder 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

• 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
• 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

• 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., Talent
  
  LMS, Docebo, Train Caster)
• Proven experience in technical training, instructional design, and LMS administration

• 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

• 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…