Legal Support Services Operations Manager

Legal Support Services Operations Manager Amata Management, LLC About Amata

Amata empowers solo practitioners and small law firms throughout Chicago by providing fractional paralegal services, administrative support, executive assistants, professional phone answering, and flexible office and virtual office solutions. We enable attorneys to focus on practicing law while we handle the operational details.

We are seeking an organized and operationally skilled professional to serve as our Legal Support Services Operations Manager. This hands‑on role is the engine behind our client experience — ensuring that every new client is successfully onboarded, that the right paralegal, administrator, or executive assistant is assigned to the right matter, and that daily work is delivered accurately and on time.

The ideal candidate has a strong background in legal operations or paralegal work, thrives in a fast‑paced environment, and takes pride in keeping complex moving parts running smoothly.

• Lead the onboarding process for all new clients, ensuring a seamless transition from signed agreement to active service delivery
• Conduct onboarding meetings to understand each client’s practice area, preferences, and specific support requirements
• Document client profiles and configure ticketing system records for accurate workflow routing
• Coordinate with the sales team to ensure smooth client handoffs

• Match each client with the most appropriate paralegal, administrator, or executive assistant based on practice area expertise, availability, and client preferences
• Manage staff schedules across multiple Amata locations to ensure adequate coverage and balanced workloads
• Reassign resources quickly in response to shifting client demands or staff availability
• Maintain accurate capacity tracking to anticipate staffing needs

• Monitor and manage the incoming ticketing queue, triaging and assigning work requests to the appropriate team members in a timely manner
• Set priorities and deadlines based on client urgency and staff capacity
• Track ticket status and follow up to ensure timely resolution and client satisfaction
• Handle overflow work directly when volume exceeds team capacity, including drafting, research, scheduling, and administrative tasks

• Perform regular spot checks on work product delivered by paralegals, administrators, and executive assistants to ensure accuracy, quality, and compliance with client expectations
• Identify patterns of error or quality gaps and work proactively with team members to address them
• Develop and maintain service delivery standards and quality control protocols
• Apply working knowledge of legal procedures and court requirements to verify the accuracy of paralegal deliverables
• Actively participate in the interview process for paralegal, administrator, and executive assistant candidates
• Evaluate candidates’ legal knowledge, technical skills, and client-service orientation
• Collaborate with leadership on hiring decisions and onboarding of new staff members
• Assist in training newly hired staff on Amata’s processes, tools, and service standards

• Paralegal certificate, associate’s or bachelor’s degree in a related field required; J.D. or additional legal education a plus
• Minimum 4–6 years of experience in paralegal work, legal operations, or a similar legal support role
• Demonstrated experience supervising or coordinating teams in a professional services environment
• Working knowledge of multiple legal practice areas and court procedures
• Familiarity with ticketing or project management systems (e.g., Clio, , Zendesk, or similar)
• Exceptional organizational and multitasking abilities — comfortable managing many concurrent priorities
• Strong attention to detail and commitment to quality
• Clear and professional written and verbal communication skills
• Calm, solutions‑oriented demeanor under pressure
• Collaborative leadership style with a willingness to roll up your sleeves on overflow work
• Comfortable with legal practice management software and technology tools

• Competitive compensation commensurate with experience
• Opportunity to shape and lead the operational delivery of legal support services for a growing organization
• Exposure to diverse legal practice areas and clients
• Multiple Chicago locations

This position requires regular presence across Amata’s Chicago-area locations to oversee operations and maintain relationships with both clients and support staff. Schedule flexibility is expected to accommodate client needs and team coordination.

Salary Range: $65,000-$80,000 annually plus performance‑driven bonus