Manager, Legal Support Services

Job summary

The Manager of Legal Support Services oversees the performance and professional growth of legal support staff, including Legal Assistants and Paralegals. They are also responsible for managing end-to-end billing processes, eBilling operations, and ensuring compliance with firm and client billing guidelines.

Job details

Why join us? DWF Group is a global provider of integrated legal and business services. As part of the DWF Group, our Canadian legal team is driven by innovation, collaboration, and a shared commitment to excellence. We foster a professional, supportive, and engaging environment where our people are encouraged to grow and contribute meaningfully. With a strong focus on litigation, we continually look beyond traditional approaches to deliver progressive, creative solutions that add real value for our clients. DWF takes pride in cultivating a collegial workplace that promotes teamwork, professional development, and social connection among staff and lawyers alike. We believe people thrive when they feel supported, empowered, and part of a collaborative culture. Join us at DWF! We are seeking a Manager, Legal Support Services to join our Vancouver office. This role is responsible for overseeing the legal support staff in our Vancouver office, including Legal Assistants (LAA), Paralegals, and other administrative groups as well as acting as a resource to our Calgary and Toronto offices, as needed. This position plays a crucial role in driving the performance and professional growth of our legal support teams. An ideal candidate is someone with experience in legal support services or legal management who thrives in a collaborative team environment and is focused on achieving results. They have strong leadership skills, excellent communication abilities, and a proven track record in performance management and team development. Additionally, they are organized, strategic, and adept at problem-solving, making them a valuable asset to our dynamic and innovative team. Responsibilities Act as the line manager for Legal Assistants (LAAs), Paralegals, the Office Services Manager, and other administrative groups in Vancouver. Act as a resource for the Calgary and Toronto offices, as needed, providing guidance and support on legal support staffing, workflow, performance management, recruitment, and other operational matters. Manage the performance review process, including probationary reviews, annual reviews, and ongoing performance management. Provide coaching and guidance to lawyers on managing team performance and oversee performance improvement plans in conjunction with HR. Coordinate legal support teams for new and existing lawyers, ensuring effective support allocations and managing team adjustments as required. Identify and facilitate learning and development opportunities to enhance the skills and career development of legal support staff, in conjunction with Learning & Development and HR. Manage the recruitment and selection process for legal support staff. Participate in determining and recommending compensation and annual salary increases for legal support staff, taking into account market trends and firm budgets. Manage the departure process for legal support staff, including transition planning, coordination with HR on exit processes, and oversight of transition communications. Approve vacation and sick leave, coordinate coverage, and provide payroll notifications for absences. Escalate attendance or absence-related concerns to HR as required. Oversee LAA practicum programs coordinated with colleges and universities. Address legal support workflow and team issues, including workload volume, communication, and interpersonal concerns, escalating matters to HR where appropriate. Monitor timekeeper hours regularly to support achievement of established targets. Notify HR of leaves of absence and manage operational aspects of leaves, including temporary reassignment of workloads and coverage. Assign peer mentors to new legal support staff and provide ongoing support to promote successful onboarding, integration, and development. Approve overtime for applicable legal support groups. Lead quarterly legal support staff meetings. Approve reimbursement eligibility in accordance with the firm’s Staff Professional Development Policy. Participate in termination processes in conjunction with HR. Participate in succession planning and workforce planning for legal support functions. Perform other duties as required. What will help you succeed in this role? Diploma or degree in Business Administration, Human Resources, or related field is preferred. Minimum of 5 years of experience in a legal support services or legal management role. Previous legal assistant and/or paralegal experience is preferred. Strong understanding of legal industry standards and practices. Proven leadership and team management skills. Excellent interpersonal and communication skills. Ability to manage multiple priorities and meet deadlines. Proficiency with performance management. Experience with workforce planning and talent development. Skills in: Leadership and mentoring Performance management Effective communication Organizational and time management Problem-solving and conflict resolution Strategic planning Proficiency in Microsoft Office Suite and HR software What we offer The salary range for this position is $85,000 – $115,000 per annum, dependent on experience. Our firm benefits include Extended Health benefit, Dental coverage, LTD, DI, casual dress code, wellbeing allowance, early finish ahead of statutory holidays and more. Diversity & Inclusivity Nurturing talent is very important to us. We are committed to equal opportunities in all areas of work and business. We want people to achieve their best, which will positively impact our clients and the communities in which we live and work. At DWF Group, we empower people to be themselves within an inclusive and supportive environment, enabling everyone to reach their full potential. At DWF, we believe in offering a comprehensive rewards package that extends beyond base salary. From flexible benefits to wellbeing programs, we are committed to supporting our people both professionally and personally. Our recruitment process upholds the highest standards of fairness and engagement. It may include interviews, assessments, or presentations. We aim to create a positive experience for all candidates and will provide accommodations where required. About us DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.

What you’ll do

The Manager of Legal Support Services oversees the performance and professional growth of legal support staff, including Legal Assistants and Paralegals. They are also responsible for managing end-to-end billing processes, eBilling operations, and ensuring compliance with firm and client billing guidelines.

Requirements

Candidates must have at least 5 years of experience in eBilling within a professional services environment, including a minimum of 2 years in a leadership role. Proficiency in billing systems such as 3E, Elite Enterprise, or eBilling Hub is required, along with strong analytical and communication skills.

Benefits

• Extended Health benefit
• Dental coverage
• Long Term Disability
• Disability Insurance
• Casual dress code
• Wellbeing allowance

Listed skills

• Collections · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Financial Reporting · Preferred
• Leadership · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• E-billing
• Leadership
• Performance management
• Legal support
• Billing systems
• Process improvement
• Communication
• Analytical skills
• Problem-solving
• Microsoft Excel
• Client service
• Team development
• Financial reporting
• Collections
• Strategic planning
• Billing Inquiries
• Legal Support
• Analytical Skills
• Accounting
• Budgeting
• Billing
• Billing Systems
• Management
• Lawsuits
• Critical Thinking
• Performance Management
• Innovation
• Interpersonal Communications
• Invoicing
• Problem Solving
• Legal Electronic Data Exchange Standard
• Microsoft Office
• Operations
• Presentations
• Team Building
• Process Improvement
• Teamwork
• Detail Oriented

Job areas

• Legal
• Management & Leadership
• Finance & Accounting
• Administrative
• Legal Support Supervisor
• Financial Services Manager
• Finance Managers
• Financial Managers

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