Practice Support Manager

Who we are: BAL•Boston, MA

4h•$118,500 - $125,900

About The Position

The Practice Support Manager manages the Practice Support team within a specific Partner(s) cluster, while optimizing legal performance within the cluster and maximizing use of legal resources.

Requirements

4 years’ experience as a Practice Support Lead and demonstrated ability to perform the functions of the position
Bachelor’s degree or equivalent
Must have experience as a PSL overseeing NIV and IV processing teams
Ideally has served as a PSL for a large client, mid-sized client, and small client
Must have experience training legal team members at all paralegal levels
Must have extensive Excel/reporting experience
Demonstrated mastery of PSL skills and abilities
Must have knowledge and experience in both NIV and IV
Proven ability to be the “Go To” person on a team
Ability and willingness to share knowledge in a helpful manner
Ability to ensure tasks are completed accurately and timely by others
Strong project management skills
Ability to communicate with diplomacy and tact
Demonstrates willingness to take on additional responsibilities and challenges
Able to sit and work at a computer keyboard for extended periods of time.
Able to stoop, kneel, bend at the waist and reach daily.
Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
Able to lift and move up to 25 pounds occasionally.
Regular and on-time attendance.
Must be able to prioritize, schedule, and complete testing required for multiple applications with overlapping schedules.
A certain degree of creativity and flexibility is required.
Hours may exceed 40 hours per week.
Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Responsibilities

Leads strategic enablement of immigration program operations across high-volume complex immigration programs.
Partners with attorneys and/or other operations departments to design and implement workflow improvements, identify bottlenecks, and embed best practices across systems, templates, and processes.
Manage a team of Practice Support Leaders within assigned Partner(s) cluster.
Pursues and supports implementation of technological enhancement to optimize workflows.
Manages program-wide service delivery, ensuring alignment with client expectations, SLAs, and operational goals.
Analyzes historical data and capacity trends, as well as forecasts upcoming case volume, to collaboratively support Partners/LOMO on appropriate staffing model.
Serves as a key point of contact for client stakeholders on program-level decisions, delivery metrics, and service escalations.
Identifies and leads firmwide and team-level change management initiatives to improve scale, quality, and efficiency.
Collaborates with legal leadership to develop and roll out new tools, templates, and systems that enhance delivery consistency.
Demonstrates high autonomy in executing improvement plans and driving operational transformation.
Tracks delivery metrics and recommends strategic adjustments to ensure equitable workload distribution and optimal performance.
Provides strategic insights and recommendations to clients and HR representatives regarding program logistics, delivery trends, and service enhancements.
Responds to escalations and recurring client concerns with urgency and professionalism, ensuring resolution and continuous improvement.
Participates in and/or leads program-level reviews, client meetings, and service planning sessions.
Owns training strategy for legal team members, including identifying skill gaps, assigning training plans, and facilitating onboarding for new workflows.
Supports the development and implementation of scalable training programs aligned with evolving service standards and operational needs.