Business Solutions and Support Manager, responsible for ensuring day-to-day operations run consistently and effectively, providing hands-on leadership across the department's technology portfolio, managing team performance and development, and coordinating project execution. The Business Solutions & Support Manager owns the operational rhythm of the Business Solutions and Applications Support teams. This is a hands-on leadership role that requires a combination of technical fluency, people management skills, project discipline, and analytical capability. The ideal candidate is someone who can step into the work when needed, not just oversee it from a distance. Ideal candidates will be based in either North Carolina, South Carolina or Georgia. We offer competitive pay and benefits. This position will have flexibility regarding a hybrid/remote schedule. Essential Functions and Responsibilities: Operational Leadership & Day-to-Day Management • Own the operational rhythm of the department: ensure recurring work happens on schedule, escalations are resolved, workload is visible and balanced, and the team adjusts to shifting conditions without waiting for intervention • Serve as the primary point of accountability for day-to-day operations across both the Business Solutions and Applications Support teams • Make tactical decisions about priority shifts, resource reallocation, and escalation handling when the Director is unavailable or focused on strategic work • Provide hands-on coverage and support across the department's technology portfolio during staff absences, peak periods, or complex troubleshooting scenarios • Ensure nothing falls through the cracks: maintenance cycles, month-end processes, system health checks, and recurring operational tasks are tracked and completed consistently People Management & Team Development • Directly manage Business Solutions Analysts, Business Systems Coordinator, and Application Support Supervisor; conduct regular one-on-one meetings focused on accountability, blocker removal, and professional growth • Lead annual performance evaluation cycles, goal-setting, and professional development planning including learning paths, certifications, and specialization tracks • Monitor team capacity and workload distribution; proactively rebalance assignments based on shifting project priorities and ticket volumes • Serve as first point of escalation for interpersonal, performance, and operational issues before they reach the Director • Coach and develop team members in project management discipline, helping them manage timelines, deliverables, and stakeholder communication more effectively Project Coordination & Execution Oversight • Actively participate in project meetings alongside BSAs to ensure timelines and deliverables stay on track; model effective project management practices and intervene early when work drifts • Coordinate team contributions across concurrent firmwide initiatives including platform migrations, document automation, AI-assisted timekeeping, and system upgrades • Own weekly status reporting across all active project and system queues; identify stalled or at-risk items and take corrective action before they become overdue • Translate strategic direction set by the Director into task assignments, timelines, and deliverables the team can execute against • Track and manage cross-system dependencies to ensure changes in one platform do not create unintended downstream impacts Change Management & Technology Rollouts • Ensure technology rollouts and system changes include communication plans, training coordination, and user adoption considerations as standard practice • Partner with BSAs and Application Support to plan and execute the people side of technology changes: stakeholder communication, end-user training, resistance management, and post-launch support • Oversee quality control processes for system changes, data consistency, and technology deployments across platforms Operational Discipline • Manage escalation paths between Application Support, BSAs, developers, and end users to ensure issues are routed and resolved efficiently • Ensure knowledge base articles and operational documentation remain current across all internal platforms Vendor & Partner Coordination • Manage day-to-day vendor and implementation partner relationships including scheduling, issue resolution, deliverable tracking, and accountability; escalate strategic or contractual decisions to the Director • Oversee recurring system maintenance tasks performed by internal staff and vendor partners to ensure nothing is missed • Support the Director in vendor evaluations, contract reviews, and technology assessments by providing operational context and team impact analysis Cross-Team Collaboration & Stakeholder Communication • Collaborate effectively with peer-level managers across the firm and with the Lead Developer to coordinate work that spans teams, particularly when operational outcomes depend on development resources or cross-departmental cooperation • Own the department's reporting pipeline: ensure team updates are complete and consistent, synthesize them into leadership-ready reports, and maintain a reliable communication rhythm with firm leadership • Communicate system changes, outages, and rollout timelines to affected stakeholders in clear, non-technical language Qualifications: • 5+ years of experience in legal technology, professional services IT, or a comparable environment • 3+ years of direct people management experience (supervising analysts, support staff, or technical teams) • Demonstrated experience managing competing priorities across multiple concurrent projects • Hands-on experience with legal practice management, billing, or document management systems - sufficient to triage issues, cover routine tasks, and engage meaningfully with technical work performed by the team • Strong written and verbal communication skills; comfortable presenting to senior stakeholders and translating technical complexity into business language • Experience with project tracking and reporting tools (ClickUp, Jira, or similar) Special Skills, Knowledge, Abilities: • Experience with ProLaw, Aderant, or similar legal billing/practice management platforms preferred • Familiarity with iManage or other enterprise document management systems preferred • Experience with SQL, Power BI, or data reporting in a legal/professional services context preferred • Knowledge of SharePoint, Microsoft 365 technologies, or related collaboration platforms preferred • Experience with legal industry frameworks preferred • CAPM, PMP, ITIL, or other relevant certification preferred Core Competencies: • Operational Ownership: Takes full accountability for the department's day-to-day performance without waiting for direction; ensures things get done reliably and consistently • Technical Fluency: Engages meaningfully with the team's technical work; can step in to triage, troubleshoot, and cover when needed rather than managing from a distance • Leadership: Develops, motivates, and holds accountable a diverse technical team; models the work ethic and standards expected of the group • Systems Thinking: Understands how changes in one system affect connected processes, teams, and stakeholders across the firm • Prioritization: Triages competing demands and makes clear, defensible decisions about what matters most in the moment • Communication: Translates technical complexity into clear language for both technical staff and firm leadership; maintains a consistent reporting rhythm • Change Facilitation: Helps others navigate technology changes, process shifts, and organizational transitions - not just adapts personally but leads others through it • Project Discipline: Keeps work on track through consistent follow-up on timelines, deliverables, and quality standards; coaches others to do the same • Adaptability: Comfortable managing through ambiguity, shifting priorities, and evolving firm needs Additional Benefits: • Paid parental leave • Leadership training programs • Comprehensive health insurance • Casual dress code • Mental health support resources • Employee resource groups dedicated to promoting Diversity, Opportunity and Inclusion