• Managing the intake process for all document production and document support requests (assessing, prioritizing etc). • Ensuring document production processes are followed. • Identifying and submitting recommendations for changes to procedures to Manager, NAT-DSG, when necessary. • Ensuring the quality and accuracy of completed work meets the standards expected by the DSG clients. • Compiling work tracking statistics and producing reports on department activities monthly and on an as needed basis. • Acting as a liaison between DSG and its clients regarding workflow and to address concerns and/or issues. • Ensuring DSG staffing levels are appropriate to meet client needs. This includes recruiting for overtime assistance when necessary and approving vacation or other absence requests, lunch breaks, back-up supports and coverage schedules (i.e. statutory holidays, firm closure days etc.). • Overnight Supervisor: Working as a member of the DSG as needed; creating various legal and other documents through copy typing, transcription, scanning or other methods. Document work includes converting styles, performing mail merges, inserting media into presentations, cross-referencing, indexing, creating tables (including financial tables), working with graphs and objects, using graphics applications, etc. • Supervising and directing all functional day-to-day activities (workload, attendance, etc.). • Monitoring and managing performance of direct reports. • Holding staff accountable for performance expectations and results. • Providing guidance and feedback when necessary. • Providing coaching to staff in areas such as service quality, client service, standards and needs of the business. • Supervising and motivating all staff including direct responsibility for performance management, development and training. • Making recommendations to Manager, NAT DSG regarding disciplinary actions and/or terminations. • Participating in the hiring of new employees including assisting the Manager, NAT DSG with recruitment, screening, selection and orientation. • Attending off hour events, meetings with team and management team etc., as required. • Assessing the skill level of staff and, where necessary, identifying training required. • Creating training material/documentation for staff. This includes remaining current with technology and technological changes, and attending technology training sessions. • Participating in or leading staff training sessions. • Developing style sheets, designing macros and templates, and mastering new presentation/word processing software, as needed. This includes implementing these within DSG or more widely as appropriate. • Working with all Supervisors to ensure consistent information is shared from one shift to another. Other duties as assigned.