Manager, Support Services

Overview of the Function

The US Assistant Team is located across New York, Washington, Boston, San Francisco, Silicon Valley and Raleigh.  Collectively, the team is responsible for daily support of US fee earners ensuring the highest level of client service so the attorneys can focus on client billable work.

Role summary/purpose of job

With the addition of numerous lateral partners and the opening of new US offices, we have expanded our US support team.  This growth across the region requires focused leadership on the daily operations and continuous professional development initiatives. This role may be in addition to additional responsibilities such as senior partner support, HR responsibilities or special initiatives.  Performance is evaluated annually and encompasses all assigned responsibilities. 

Key responsibilities and deliverables

Work collaboratively with US Support Team Leadership on core responsibilities that include but are not limited to:

• Collaborate with Support Services team management on various initiatives to facilitate a high performing environment of secretarial support for the US region. Manage daily operations for local team and assist as needed across the US region.
• Work with key stakeholders to ensure client service provided is on par with expectations.
• Be a role model for Being Freshfields and seek opportunities to reinforce core principles and foster a positive team environment.
• Lead ongoing performance management and feedback efforts for local team and conduct year-end reviews.
• Participate in recruiting and onboarding efforts for new US team members. Lead coordination of onboarding schedule for new hires liaise with HR, IT and others as required.
• Manage desk assignments for EA ensuring workload balance, practice alignment and global support ratio standards.
• Responsible for timecard and absence approval for assigned cohort and reconciling with overtime request approvals and understanding drivers of overtime, and be responsible for coverage teams.
• Manage team knowledge repository and training, and ensure the latest updates to technology, policies and process are being highlighted to the team.
• Identify professional development opportunities and create plans to address including ensuring strong technical skills and cohesive team dynamics.
• Work with Team Leads to implement coverage plan for planned and unplanned absences taking into consideration partner needs and preferences for support.
• Establish open communication channels with local team members.  Actively participate in huddles with US Team Leads and monthly US support team calls.
• Liaise with HR to interpret HR policies for team members. Reinforce US team guidelines and protocols.
• Special projects, as assigned.

Key requirements (Communication/skills/experience)

Essential

• 5 or more years of experience in managing administrative support team in a global professional services firm.  Experience supporting senior stakeholders a plus.
• Excellent technical skills and demonstrated expertise in core programs and processes utilized in partner support. Familiarity with Excel a plus.
• Performance management experience including collecting, summarizing and delivering feedback as part of the firm’s review process and by firm deadlines.
• Ability to identify dips in performance and address and support as needed.
• Experience recruiting, hiring, onboarding new colleagues and ensuring a smooth transition to the firm and integration with the U.S. support team.
• Excellent verbal and written communication skills.
• Ability to meet deadlines and deliver results.
• Independent self-starter with strong problem-solving capabilities.
• Ability to take initiative and act proactively, follow-up and follow through on all areas of responsibility, respond quickly to internal client requests and suggestions, anticipate internal and external client needs and plan accordingly, and multi-task when required.

For individuals assigned and/or hired to work in New York and California or reporting to someone in those states, Freshfields is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the States of New York and California and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled, and compensation dec