Manager, Legal Support Services

About McCarthy Tétrault

McCarthy Tétrault is a leading Canadian law firm providing comprehensive legal and business solutions globally. We offer challenging and rewarding career paths across our offices in Toronto, Montreal, Quebec City, Calgary, and Vancouver. Consistently recognized as one of Canada’s Best Diversity Employers for 13 consecutive years, our culture is built on professional excellence, collaboration, innovation, thought leadership, and entrepreneurialism. We champion inclusion in all forms and provide extensive development opportunities for our people.

The Role: Manager, Legal Support Services

We are seeking a Manager, Legal Support Services to join our team in the Toronto office. This is a 12-month contract position filling an existing vacancy. The ideal candidate will have a minimum of 10 years of experience, including at least 3 years managing a large team, preferably within a professional services environment. You will be responsible for managing and directing all day-to-day functional activities within a practical area or region, ensuring planned results are consistently achieved.

Key Responsibilities

Legal Assistant Placement and Teams

• Determine requirements for effective production and processing of legal assistant work, ensuring trained staff efficiently meet practice area needs and manage operational resources.
• Collaborate with the Director, Legal Support Services, Practice Group Leads, and Professional Resources on Legal Assistant resources, including talent acquisition, team recommendations, feedback, and physical placement.

Talent Management

• Ensure the development of direct reports, fostering strong, co-operative work units.
• Liaise with the Director, Legal Support Services and Trainers to assess skills, identify training needs, and implement appropriate tools and methods.
• Manage absences, plan vacations for adequate coverage, and authorize overtime requests.
• Coach employees on accountability, firm objectives, culture, and values, creating an empowering work environment.
• Manage staff effectively in a hybrid work environment.
• Educate Legal Assistants and Lawyers on performance factors and the McCarthy Engage program.
• Facilitate review conversations with Lawyers and consult with HR on disciplinary procedures, ensuring adherence to policy and law.
• Lead team-building events, supporting employee involvement in projects and meetings.
• Organize team meetings for brainstorming, focus groups, and engagement activities.
• Coordinate follow-up on new hire technical training to ensure expertise.
• Identify process improvements, driving workflow optimization and AI integration; coach Continuous Improvement Committee members.
• Provide leadership, direction, and expertise for HR and Legal Support Services functions, including employee relations, engagement, project, and change management.
• Lead performance management, including objective setting and ongoing feedback collection from clients (Lawyers).
• Recommend annual salary increases in line with firm practices.
• Coach for performance and professional development to meet firm standards and individual goals.

Managing Internal Clients (Lawyers & Legal Assistants) Expectations

• Act as the primary liaison between Lawyers and Legal Assistants, and between Management and Legal Assistants.
• Address concerns arising within Lawyer/Legal Assistant teams.
• Influence and encourage support for the firm-wide Legal Support Service model by educating on available resources and providing access assistance.
• Identify problems, seek innovative solutions, communicate with stakeholders, and ensure resolution.

Administration

• Collaborate with functional groups and regional Managers, Legal Support Services, and the Director, Resource Centre to support operational needs, share best practices, improve efficiencies, standardize processes, and participate in related projects.
• Maintain records, compile statistical reports on personnel and services data.
• Analyze data to identify themes and trends, developing sound recommendations for change.
• Work with the Director, Legal Support Services to prepare annual financial and headcount budgets, monitoring and reporting monthly.

Candidate Profile

As our ideal candidate, you will distinguish yourself by the following profile:

• Completed post-secondary education in Business Administration, Human Resources, or a related field, or extensive relevant work experience.
• Minimum 10 years of experience, with at least 3 years managing a large team, ideally in a professional services environment.
• Highly developed problem-solving, conflict management, and negotiation skills, including resolving performance and disciplinary issues.
• Ability to develop and deliver creative solutions.
• Excellent analytical and critical thinking skills with demonstrated numeracy proficiency.
• Strong written and oral communication skills (French and English for Quebec region).
• Ability to communicate effectively with individuals at all levels of the Firm while maintaining composure.
• Intermediate skill level with Office Suite.
• Demonstrated experience in change management and a keen interest in continuous process improvement.
• Proven organizational skills and ability to prioritize work in a fast-paced, national environment.
• Ability to develop strong, trusting relationships to gain support and achieve results.

What McCarthy Tétrault Offers

• Outstanding benefits from day one, with insurance premiums paid by the Firm.
• Competitive compensation.
• A commitment to professional development and growth opportunities, supported by a culture that embraces two-way feedback.
• Strong community involvement and a commitment to equity, diversity, and inclusion.
• A collaborative, cohesive culture connecting lawyers and business teams through collective purpose.

How to Apply

We encourage external candidates to apply online. Internal applicants must apply directly through our internal careers portal on Espresso. We look forward to receiving your application.

McCarthy Tétrault utilizes artificial intelligence (AI) technology as part of our application screening process to enhance the efficiency and effectiveness of our recruitment efforts by analyzing applications to identify candidates whose qualifications and experiences align with the requirements of the position.

We thank all applicants for their interest in McCarthy Tétrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Tétrault is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process.

Key skills/competency

• Team Management
• Legal Operations
• Talent Development
• Workflow Optimization
• Client Relations
• Performance Management
• Process Improvement
• Change Management
• Budgeting
• Human Resources