Director of Legal Support Services

The Director of Legal Support Services is responsible for overseeing the delivery of exceptional client service through the effective management and strategic direction of the firm’s Legal Administrative Assistants, Paralegals, and Work Product Support teams. This leader will ensure that operational efficiency, high-quality work product, and client satisfaction is consistently achieved and maintained. The role is integral to the firm’s continued ability to meet evolving client needs, drive operational excellence, attract and retain top-tier legal support talent, and position support services as a contributor to firm revenue and growth.

• 10+ years of experience in legal support services or law firm operations, including 5+ years in a senior or large-team leadership role.
• Proven record of managing large, diverse teams in a professional services or law firm environment.
• Strong understanding of law firm operations, legal practice areas, and client service standards.
• Demonstrated ability to lead change, develop strategy, and implement process improvements that increase efficiency without compromising quality.
• Excellent interpersonal, communication, and leadership skills.
• High proficiency in legal technology tools and platforms (e.g., document management and docketing systems, workflow tools, Microsoft Office Suite).

• JD, MBA, or advanced degree in Legal Administration, Business, or related field preferred.
• Compulaw and Big Hand experience preferred
• Professional services and/or law firm experience.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide strategic leadership and day-to-day management of Legal Administrative Assistants, Paralegals, and Work Product Support teams.
• Establish and monitor performance standards to ensure timely, accurate, and high-quality service delivery.
• Identify opportunities for continuous improvement in workflows, staffing models, and service delivery methods to drive efficiency and scalability.

• Serve as a key point of contact for internal clients (attorneys and firm leadership) regarding support service delivery and performance.
• Foster a client-centric culture within all legal support functions, ensuring responsiveness, accountability, and high service quality.
• Proactively gather and analyze feedback to align service delivery with attorney and client needs.

• Develop and execute strategic goals for Legal Support Services aligned with the firm’s broader objectives, including revenue generation, talent strategy, and operational efficiency.
• Participate in firm wide strategic initiatives, representing the voice of legal support and contributing to cross-functional planning.
• Lead and oversee large-scale projects to improve operational processes, implement new technologies, or enhance services, ensuring alignment with firm priorities.
• Partner with the Senior Director of Office Administration and the Senior Office Manager to ensure consistent implementation of Legal Administrative Assistant team structures, programs, and best practices across all offices.
• Align staffing, training, and performance management practices with firm wide standards while allowing for flexibility to meet local office needs.
• Contribute to the development and communication of policies, procedures, and resources that promote consistency, efficiency, and a unified approach to service delivery firm wide.

• Lead efforts to recruit, retain, develop, and coach top talent across all support roles.
• Design and implement career progression frameworks, performance evaluation input, and incentive structures to drive engagement and retention.
• Oversee a comprehensive learning and development program, ensuring all team members have access to upskilling, training, and growth opportunities.

• Collaborate with IT and Innovation teams to evaluate and implement technology solutions that enhance support services (e.g., workflow…