Office Technology Manager

Cooley•Boston, MA

1d•Hybrid

About The Position

Cooley Technology embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Office Technology Manager is expected to recognize that the Cooley Technology department is a service organization first and foremost and will be evaluated on this requirement equal in importance to the technical or operational responsibilities outlined later in this document. Under limited supervision, the Office Technology Manager is responsible for technology within specific assigned Cooley office(s). This includes the day-to-day technical operations and information technology services including local and wide-area network, data center, laptops, desktops and remote computing systems, firm standard and unique office applications (as specifically required) as well as conference room equipment and services. Working with local Office Directors of Administration, the Office Technology Manager will identify and propose a local Technology budget for assigned office(s); supervise local Technology department business professionals and is responsible for effective, efficient technology support services; establish and monitor office operations in coordination with all legal business professionals, Office Administration and firm Technology management. Work with firm Technology management to establish user support systems, technical troubleshooting, training (user and technology team) and special guest or client/related connectivity or services.

Requirements

After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
Ability to work extended and/or weekend hours, as required
Ability to travel, as required
5+ years’ direct applicable technology-related experience including 2 years’ experience with data management (e.g., customer service and windows and application management)
Extensive knowledge of Windows operating systems to include but not limited to Windows 10, Windows11, Windows Server 2019
Proficient knowledge of MS-Office Suite ranging from 2016 and higher
Extensive experience with the installation, configuration, and operation of common end-user equipment, including PCs, laptops, tablets, printers, scanners, and smartphones, across various makes, models, and operating systems
High familiarity with installation, configuration and operation of network equipment such as servers and storage devices, switches, routers, wireless access points, hubs/concentrators, and a variety of operating systems and applications

Nice To Haves

Bachelor’s degree, preferably in engineering or computer field or equivalent technical certifications in office applications, server, network and device management
Experience working in a law firm or other professional services organization in management or supervisory capacity in a technical environment
Supervisory experience

Responsibilities

Oversee the maintenance, monitoring, and analysis of the firm’s CORE systems and technical services operations. This includes MDF/IDF equipment, conference room technology, applications, and administrative software. Responsibilities cover standard operating systems, communication services, recovery systems, custom programs, security protocols, and maintenance systems — ensuring consistency and compliance with the firm’s operational standards and system access policies
Document, as necessary all local technical systems and office recovery procedures, ensuring alignment with the firm’s disaster recovery and emergency preparedness plans; maintain and regularly update all related documentation
Take operational responsibility for local and data center installations of firmwide systems
Oversee all aspects of the local office data center network, including racking, cabling and power infrastructure as well as managing services provided by co-location facilities and carrier service providers
Conduct testing and quality assurance for network systems, user applications, and audiovisual (AV) equipment
Participate in on-call production support activities, with technical expertise and capability to address any issues that may arise
Take full accountabilities for all local office technology assets, including network servers, storage and telecommunications equipment, user workstations, mobile devices, firm-owned and leased hardware, software and licenses. Ensure proper management of asset inventory, including tracking of purchases, deployments, maintenance, and decommissioning, along with thorough documentation of change control processes
Develop, maintain and oversee day-to-day operations of LAN, WAN, computing and telephone systems and services for local office, including: Establish office specific operational schedules for services and support; monitor operations and troubleshoot problems; schedule and supervise preventive maintenance and service, and desktop stock moves, adds and changes; in coordination with firmwide Technology teams, schedule and oversee new installations, upgrades and conversions; monitor equipment usage, plan for capacity and high performance throughout and make recommendations for system upgrades; supervise, train and generally directs the activities of technical business professionals and vendors
Develop and date documentation of technical systems, programming and user configurations and procedures for all office computing systems as necessary; responsible for monitoring all Technology tickets that relate to the local office
Responsible for making sure office systems backup, restore and recovery processes are in place and operating as expected. To include backup and restore of local hardware such as laptops and local software, as necessary
Work with Associate Director of Technology to coordinate local training needs with firm wide technical and local training resources. Responsible for high level technical and training service for office(s) users and technical support staff; establishes office systems for response to standard and emergency requests (including 7 x 24-hour help and recovery response); provide legal business professionals with technical service and/or consulting when required for clients and legal practice
Responsible for disbursement cost recovery systems and routine system data management including download of validation files and daily update of charges from all office systems to accounting systems
Coordinate with Technology departments, responsible together with Associate Director of Technology - Office Tech Operations for identifying local office needs for consolidation into firmwide Technology budgets
Monitor expenditures; anticipate and analyze variances and review with firmwide Technology management proposed corrective actions or alternative courses of action, as required
Responsible for the physical security of computers, mobile devices and other systems in the local office, including facilities and access to hardware, software and data; coordinate with Technology teams regarding virus protection on local and remote systems, and security systems for portable computer equipment assigned to the local office
May be assigned additional responsibilities related to central technology, other projects, or departments as needed, including implementations, redundancy, or ongoing service requirements.
Coordinate, discuss, plan and implement other projects and tasks as assigned by Associate Director of Technology and/or firmwide Technology management
Serve as direct supervisor and mentor to direct reports
Provide day-to-day supervision of direct reports, ensure compliance with assigned work hours and monitor for compliance with all firm and department policies. Manage staffing coverage, review and process time logs/time off requests
Support business professional development and continued educational opportunities
In collaboration with immediate supervisor and CN HR, participate in hiring, performance appraisals, counseling, termination and other employee lifecycle events
All other duties as assigned or required