Team Support Manager
$142,000–$180,000 year
HybridNew York City, New York, United States or Boston, Massachusetts, United States
Job Summary
Directly manage and develop professional support staff, resolving complex people issues like role recalibration and resistance to change while enforcing clear expectations. Monitor workload distribution, capacity, and utilization to ensure sustainability, then serve as an escalation point for service issues raised by attorneys. Lead teams through ongoing changes to roles and workflows, translating broader firm initiatives into actionable expectations and implementing pragmatic process improvements. Conduct regular one-on-ones and coaching conversations to deliver candid feedback and build a culture of accountability and psychological safety. Partner closely with HR on recruiting and employee relations, then prepare clear, data-driven updates for senior leadership on performance trends and capability gaps.
Required Qualifications
- Bachelor's degree
- 3+ years of direct experience managing teams in a complex, high-expectation environment
- Demonstrated success handling difficult people issues, performance management, and organizational change
- Strong operational background and ability to run day-to-day execution
- Proven ability to lead through ambiguity, earn credibility with senior stakeholders, and make independent decisions
- Excellent judgment, emotional intelligence, and communication skills
- Comfort using data, metrics, and systems to manage performance and capacity
- Comfort being close to the work and the people
- Willingness to have hard conversations and make thoughtful, sometimes unpopular decisions
- Ability to balance empathy with accountability
- Strong follow-through and ownership
Desired Qualifications
- Master's degree
- Experience in legal or financial services, professional services, or similarly demanding client-facing environments
- Familiarity with process improvement, automation, or AI-enabled tools
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