Frontline Managed Services Service Desk for Law Firms is a managed IT support service built specifically for the legal industry, powered by the proprietary FMS-HELIX AI platform. The service operates 24/7/365 across multiple global call centers following a "Follow the Sun" support model, with live analysts answering calls typically within 16 seconds — no automated routing. The service supports over 300 legal software platforms and applications and serves more than 250,000 users worldwide. It is built on ServiceNow as its underlying workflow and ticketing platform, enabling digital workflows for IT issue resolution. FMS-HELIX AI is the generative AI layer integrated into the service desk, offering: - Voice-to-text transcription with AI agents querying firm-specific knowledge bases - Automated email response handling - Self-service support via Microsoft Teams - A unified single-pane interface consolidating tools and information The service is ISO 27001:2022 certified and BCDR (Business Continuity and Disaster Recovery) compliant. It also includes Technology Concierge Services. The service desk is designed to reduce IT support costs, with clients reportedly saving 30–40% after implementation, while helping legal professionals increase billable hours by reducing technology disruptions.