Frontline Managed Services

Learning and Development

• 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
• 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
• 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)

Learning & Development Manager

Technical Project Manager

• Planning the work of the project team and achieving overall quality, schedule and cost targets.
• Responding to escalation of issues from project team members.
• Ensuring that project milestones are met and reported.
• Coordinating closely with the assigned technical lead for quality assurance / quality control (QA/QC) functions and in the development of deployment specific engineering documentation.
• Providing information and support to other organizations within the company, pertaining to the project.
• Creation of the project plan.
• Coordination and execution of all client written and verbal communications.
• Working with Procurement to procure hardware and software necessary to the project.
• Ordering and coordination of 3rd party services (i.e. ISP, utilities, etc.).
• Coordination with engineering team leads (ETLs) in selection of field engineering resources.
• Assignment of project tasks in the service delivery system.
• Escalation and communication of issues and changes affecting the project.
• Initiating the billing process and closure of the project upon completion.

IT Project Manager

Accounts Receivable

• Prepares reports and analyses to keep leadership apprised of results and opportunities to decrease outstanding accounts receivable for the assigned portfolio
• Facilitates meetings with billing attorneys and stakeholders, highlighting opportunities to improve cash flow
• Acts as a liaison between clients and attorneys to resolve outstanding balances while preserving the attorney-client relationship
• Keeps accurate and detailed records regarding collection activities in the Firm's Accounts Receivable Collection Software

Accounts Receivable Specialist

Sales

• Lead the marketing engine that fuels predictable growth, strengthens retention, and elevates the brand story.
• Align GTM strategy across Marketing and SDR, partner tightly with Sales and other members of Operations leadership.
• Manage and create the development and delivery of a differentiated brand strategy and messaging platform.
• Build, lead, and mentor a high-performing internal Marketing and SDR teams.
• Plan and execute marketing programs that generate qualified opportunities and support client retention efforts.
• Manage and optimize the marketing budget to maximize return on investment, ensuring that the budget is directed to the highest-impact initiatives.
• Define KPIs and build out marketing KPI dashboards, providing regular reporting.

Vice President of Marketing

Client Services Representative

• Responsible for managing a team of Directors of Technologists
• Ensure QBR service reviews are scheduled by the team and delivered as expected
• Identify problematic areas and implement strategic solutions in a timely manner
• Provide guidance, support, and resolve conflict within the team
• Responsible for IT Roadmap deliverable
• Ensuring repeatable processes are enabled for technical proposals “scopes” delivered no later than 10 business days
• Managing the deliverables of the DOTs
• Responsible for CSAT, NPS management and campaigns
• Guides the talent identification and development processes for their team
• Works in alignment with the service, NOC, and technical managers to ensure SLO compliance
• Manage Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes
• Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager

Manager, Client Services

IT Support

• Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues.
• Deliver support via phone, email, and chat.
• Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier.
• Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem.
• Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams.
• Maintain consistent, reliable attendance.

Bilingual Help Desk Analyst, French/English

Compliance

• Manage and maintain SOC 2 compliance activities, including control documentation, testing schedules, and evidence requirements
• Collect, validate, and organize audit evidence across IT, Security, and Cloud systems
• Track remediation of control gaps, risks, and audit findings, ensuring timely closure and documentation
• Support customer security questionnaires, risk assessments, and due-diligence requests
• Maintain GRC platforms, workflows, and compliance tracking artifacts
• Partner with IT, Security, Engineering, and business teams to ensure ongoing audit readiness
• Assist with internal controls documentation and periodic testing
• Support external audits and internal reviews by coordinating requests and responses
• Develop and maintain compliance documentation, policies, procedures, and runbooks

IT Compliance Analyst

Engineer

• Administer and optimize Azure Entra ID (Azure AD), including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and Conditional Access policies
• Manage full identity lifecycle for users, service accounts, and privileged accounts (joiner, mover, leaver)
• Design and enforce role-based access control (RBAC) and least-privilege access models
• Integrate IAM solutions with SaaS applications, cloud platforms, and internal systems
• Configure and support Privileged Identity Management (PIM), access reviews, and entitlement governance
• Partner with Security, IT, and Compliance teams to support audits, certifications, and regulatory requirements
• Monitor, detect, and remediate identity-based security risks, including anomalous access and policy violations
• Develop and maintain IAM documentation, standards, and operational runbooks
• Participate in incident response related to identity or access issues and drive root-cause remediation

Identity & Access Management (IAM) Engineer

• IT consulting, strategy and roadmap generation repeatable strategies.
• Ensure QBR service reviews are scheduled by the team and delivered as expected.
• Identify problematic areas and implement strategic solutions in a timely manner.
• Provide guidance, support, and resolve conflict within the team.
• Responsible for IT Roadmap deliverable.
• Ensuring repeatable processes are enabled for technical proposals “scopes”. delivered no later than 10 business days.
• Managing the deliverables of the DOTs.
• Responsible for CSAT, NPS management and campaigns.
• Knowledge of gross margin, asset, standard and alignment, major incident response and MSA management.
• Guides the talent identification and development processes for their team.
• Works in alignment with the service, NOC, and technical managers to ensure SLO compliance.
• Manages Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes.
• Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager.

Client Services Manager – IT

• Prepares reports and analyses to decrease outstanding accounts receivable
• Facilitates meetings with attorneys and stakeholders
• Acts as a liaison to resolve outstanding balances
• Keeps accurate records regarding collections