Team Support Manager

Orrick Herrington & Suttcliffe; Boston (MA); On-site; USD 119,000 - 175,000; Full time

Benefits offered by this job

Comprehensive health benefits

Flexible Time Off program

401K program

Job summary

Orrick Herrington & Suttcliffe is seeking a Team Support Manager based in Boston. This leadership role involves managing teams, ensuring operational excellence, and navigating complex people issues within a professional services environment.

The ideal candidate will have significant experience in people management and a strong background in operational execution, particularly in high-expectation environments. This position not only focuses on team leadership but also requires excellent judgment and emotional intelligence to drive change effectively.

Qualifications

• 3+ years of direct experience managing teams in a complex environment.
• Demonstrated success handling difficult people issues and organizational change.
• Comfort using data and metrics for performance management.

Responsibilities

• Manage and develop professional support staff, focusing on performance and accountability.
• Oversee operational execution for assigned teams to ensure quality service delivery.
• Lead teams through ongoing changes to workflows and processes.

Skills

People management

Operational execution

Emotional intelligence

Change management

Data analysis

Education

Bachelor's degree or equivalent experience

Master's degree preferred

Job description

Overview

Orrick currently has an excellent opportunity for a Team Support Manager. This position could be based in any of our Mid West or East Coast offices (New York, Boston, Washington DC, Charlotte, Miami, and Chicago).

Orrick is seeking an experienced people leader and operational executor within Team Support-our centralized, Financial Times-award-winning legal support organization. This role is a people-first, execution-oriented management position responsible for leading, developing, and navigating complex performance, engagement, and change issues in a demanding professional services environment.

This is a hands-on leadership role for someone who thrives in the day-to-day realities of managing a mix of experienced and early-career professionals, resolving difficult people issues, driving accountability, and executing operational change at scale. You will lead teams through ongoing evolution of our legal support model while ensuring stability, service quality, and trust with our lawyers.

The ideal candidate brings deep experience managing people through ambiguity, resistance, and change, paired with the operational rigor required to run a function-prioritizing work, managing capacity, using data, and delivering results. Successful candidates will have a strong track record in people‑management roles within complex, high‑expectation environments.

You will have direct management responsibility for one or more teams within Team Support and will serve as a coach and escalation point for the team members you manage. This role is a critical part of Orrick's strategy to modernize legal support while maintaining exceptional service and strong talent outcomes, and it requires excellent judgment, emotional intelligence, and the ability to move fluidly between people leadership and operational problem-solving.

Responsibilities

People Leadership & Team Management (Primary Focus)

• Directly manage and develop professional support staff, with a strong emphasis on performance management, engagement, and accountability.
• Address and resolve complex people issues, including role recalibration, resistance to change, and inconsistent engagement.
• Build a culture of accountability, professionalism, trust, and psychological safety while setting and enforcing clear expectations.
• Serve as a steady, credible leader during periods of organizational change, role evolution, and talent transformation.
• Conduct regular one‑on‑ones, team meetings, and coaching conversations; deliver direct, timely and candid feedback.
• Partner closely with HR on recruiting, onboarding, performance counseling, and employee relations matters.
• Develop and retain talent through intentional coaching, skill development, and succession planning.
• Act as a visible, hands‑on leader‑willing to step in alongside the team when needed to model standards and unblock work.

Operational Execution & Service Delivery

• Own day‑to‑day operational execution for assigned teams, ensuring work is appropriately staffed, prioritized, and delivered with high quality.
• Monitor workload distribution, capacity, utilization, and overtime; make real‑time adjustments to ensure sustainability and service consistency.
• Oversee workflow tools and systems (including ServiceNow or equivalent), ensuring effective delegation, escalation, and use of technology.
• Serve as an escalation point for service issues raised by attorneys; address concerns quickly, professionally, and constructively.
• Staff and oversee special projects, ensuring clarity of scope, deadlines, and accountability.

Change Management & Process Improvement

• Lead teams through ongoing changes to roles, workflows, tools, and expectations.
• Translate broader Team Support and firm initiatives into clear, actionable expectations for the team.
• Identify operational friction, inefficiencies, or risk areas and implement pragmatic improvements that balance efficiency with people impact.
• Train and support staff on new processes, systems, and ways of working.
• Collaborate cross‑functionally (IT, Finance, HR, Practice Management, Innovation) to ensure smooth handoffs and aligned execution.

Data, Metrics & Business Judgment

• Establish and monitor performance metrics related to service delivery, workload, skill development, and team health.
• Use data to assess pace, intensity, performance trends, and capability gaps—and take action accordingly.
• Prepare clear, actionable updates for senior leadership that translate data into decisions.
• Apply sound financial and operational judgment, including expense and overtime management.

Qualifications

• Bachelor's degree (Master's preferred) or equivalent professional experience.
• 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.
• Experience in legal or financial services, professional services, or similarly demanding client‑facing environments strongly preferred.
• Proven ability to lead through ambiguity, earn credibility with senior stakeholders, and make independent decisions.
• Excellent judgment, emotional intelligence, and communication skills; able to be direct, fair, and steady under pressure.
• Comfort using data, metrics, and systems to manage performance and capacity.
• Familiarity with process improvement, automation, or AI‑enabled tools is helpful but secondary to people leadership strength.

What This Role Requires

• 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.

This role is ideal for someone who enjoys building strong teams, owning operational execution, and steadily raising standards—while navigating the real‑world complexity of change.

Who is Orrick?

Orrick is a global law firm focused on delivering innovative solutions for four sectors: Technology & Innovation, Energy & Infrastructure, Finance and Life Sciences & HealthTech. Founded more than 150 years ago in San Francisco, Orrick today has offices in 25+ markets. We are recognized globally for delivering the highest‑quality legal advice and for our culture of innovation and collaboration.

Compensation and Benefits

The expected salary range for this position is:

• New York City $142,000 – $180,000
• Washington DC and Boston $119,000 – $175,000
• Chicago $104,000 – $170,000
• Charlotte and Miami $104,000 – $144,000

Orrick is committed to providing a comprehensive, competitive, and thoughtful total compensation package to our attorneys and staff, wherever they work. This compensation and benefits information is based on the Orrick's estimate as of the date of publication and may be modified in the future. The level of pay within the range will depend on a variety of job‑related factors that may include, but not limited to, qualifications, relevant experience or education, particular skills or expertise, geography. Other compensation may include an annual discretionary merit bonus, which would be determined by Firm and individual performance.

We offer a full range of elective health benefits including medical, dental, vision and life; robust mental well‑being programs; child, family, elder, and pet care benefits; short‑ and long‑term disability and industry leading parental leave benefits, health savings account contributions (w/applicable medical plan), flexible spending accounts, and a 401K program. This role will receive compensated time off through our Flexible Time Off program and paid holidays.

Equal Opportunity Statement

We are an Equal Opportunity Employer.

Consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

Qualified applicants with criminal histories will be considered for the position in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring.