Frost Brown Todd

Manager

• Provide daily oversight of the firm’s Client Intake Department to ensure the timely and accurate review, analysis, and processing of new business intake requests, conflict search requests, and related information inquiries
• Develop, maintain, and enforce client intake policies, procedures, and best practices to ensure consistency, compliance, and alignment with firmwide risk management standards
• Supervise client intake specialists, including oversight of workflow distribution, project assignments, procedural updates, timekeeping and overall departmental operations
• Perform conflict searches related to new business intake, lateral attorney and business professional hires, marketing initiatives, practice group requests and other special projects as needed
• Work closely with the firm’s Assistant General Counsel – Conflicts and Conflicts Attorneys to support conflict research, analysis, and resolution
• Lead the training of Client Intake Specialists and contribute to the onboarding of new Conflicts Attorneys and Lateral Specialists Support orientation initiatives for new attorneys and business professional hires to promote consistency, operational excellence, and adherence to firm intake and conflicts protocols
• Work with IT, the Data and Innovation team, and outside vendors to implement, test, and optimize procedural and system enhancements in the firm’s client intake and conflicts software
• Review and escalate complex or high-risk intake and conflicts matters to the General Counsel or Chief Legal Officer as appropriate, ensuring timely resolution and mitigation of business and ethical risks
• Oversee and, as necessary, perform the accurate entry and validation of client and matter information within firm systems, ensuring data integrity and compliance with established intake protocols
• Oversee changes to client and matter accounts, including updates and file closings
• Partner with the billing group to ensure client and matter records remain accurate, current and aligned across firm financial and operational systems
• Serve as a key point of contact for attorneys, legal practice assistants, and other business professionals regarding client intake procedures, conflicts processing and related policy guidance
• Monitor departmental performance and identify opportunities to enhance operational efficiency, service delivery, and compliance with firm risk management standards
• Foster a positive and inclusive work culture by motivating employees, promoting teamwork, and maintaining high levels of engagement and job satisfaction
• Provide continuous coaching and mentorship to direct reports, offering constructive feedback to support professional growth and skill development
• Ensure adherence to firm policies and legal regulations while managing employee conduct and performance

Client Intake Manager

Customer Support

• Provide second-tier help desk support via phone, desk side and remote assistance
• Set up hardware, printers, telephones and peripherals to ensure seamless operation
• Track the distribution of laptops, printers, and mobile devices from the firm's loaner pools
• Assist with daily audio-visual setups and the checkout of laptops and other equipment
• Provide expert telephone support to internal clients, troubleshooting a variety of software, hardware and network issues
• Log internal client calls, maintain records and capture final solutions in the firm's online ticketing system
• Route calls to the appropriate group for resolution according to established escalation procedures
• Assist with familiarizing employees with the firm’s computer systems, software, and phone system
• Deliver high quality support in a timely manner to meet the needs of internal and external clients

Technical Support Specialist, Desktop Support

Project Manager

• Provide consultation and strategic guidance to attorneys and business professionals throughout the eDiscovery process, including data preservation, collection strategies, and defensible, cost-effective workflows.
• Utilize Relativity One, dtSearch, analytics, and AI tools to process, analyze, search, and produce litigation documents in compliance with FRCP, ESI agreements, and client specifications.
• Build, test and deploy Relativity One workspaces, templates, dashboards, views, and structured review workflows to support case teams efficiently.
• Perform advanced Relativity Searches (dtSearch, Analytics, and concept clustering) to support culling and review refinement.
• Guide and mentor eDiscovery Analysts and Litigation Support Specialists on advanced workflows, ensuring defensibility, accuracy, and efficiency.
• Collaborate with legal teams and client IT to design data maps, legal holds, and preservation workflows for multiple data sources.
• Track and manage project timelines, budgets, and deliverables, ensuring deadlines are met and client expectations are exceeded.
• Support onboarding, training, troubleshooting, and ongoing use of eDiscovery platforms for case teams and document reviewers.
• Maintain knowledge of emerging eDiscovery and GenAI technologies, advising teams on safe, ethical, and defensible implementation to optimize review efficiency.
• Implement and standardize best practices across offices, continuously improving workflows, quality control, and technology adoption.
• Manage data transfer, storage, and compliance with firm policies, while participating in post-project analyses to identify process improvements.
• Create compelling presentations, graphics, timelines, and visualizations to support trials, mediations, or client deliverables.

eDiscovery Project Manager

• Work closely with members of the Applications and Support teams to effectively resolve technical issues.
• Provide second-tier help desk support via phone, desk side and remote assistance.
• Set up hardware, printers, telephones and peripherals to ensure seamless operation.
• Track the distribution of laptops, printers, and mobile devices from the firm's loaner pools, following proper procedures to protect the firm's investment in these assets.
• Assist with daily audio-visual setups and the checkout of laptops and other equipment as requested.
• Provide expert telephone support to internal clients, troubleshooting a variety of software, hardware and network issues until resolution or escalation.
• Log internal client calls, maintain records and capture final solutions in the firm's online ticketing system.
• Route calls to the appropriate group for resolution in accordance with established escalation procedures and provide status updates to internal clients throughout the life of an incident.
• Assist with familiarizing employees with the firm’s computer systems, software, and phone system.
• Deliver high quality support in a timely manner to meet the needs of internal and external clients.