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)

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
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.

Learning & Development Manager

Key skills