Technology Endpoint Engineering Manager

Technology Endpoint Engineering Manager

Cooley is seeking a Desktop & Endpoint Engineering Manager to join the Technology team.

Position summary: Cooley Technology embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. Under the general guidance of the Associate Director of Associate Director of Technology
- Office Tech Operations (East Coast) and Endpoint Engineering, the Technology Endpoint Engineering Manager leads the strategy, engineering, and delivery of secure, reliable endpoints (desktops, laptops, mobile, VDI) across physical and virtual environments for the firm. This role owns desktop images, app deployment, compliance, and team performance while partnering with stakeholders to drive attorney productivity and technology adoption. Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

Strategic management:

• Define and execute the endpoint roadmap, including modern management (Intune, Autopilot, JAMF, etc), patching, and compliance aligned with security standards
• Manage delivery of products and services within scope and budget from a variety of vendors and contractors
• Establish and document policies, practices, and working procedures needed for the supported applications and services to deliver their intended results and for the customers to make efficient and effective use of technology
• Provide ongoing guidance with respect to system usage and training
• Evaluate and integrate new tools/technologies; lead Technology Review Board contributions and project prioritization with PMO
• Collaborate with the Technology Project Management Office to prioritize and plan project activities taking factors such as deadlines and resource requirements into account; prepare comprehensive and well-structured proposals and plans to ensure that projects move to timely and successful completion; use the stipulated systems and processes for creating, tracking and reporting on project plans
• Establish KPIs (e.g., deployment success rates, patch latency, incident reduction) and report to leadership using metrics and user
• Prepare and provide time, cost and resource proposals and supporting materials for all system enhancements and customization work as needed for review and approval by Cooley management
• Improve and expand provided services
• Review manuals, periodicals, technical reports, and use online services to increase system knowledge and utilization

Technical:

• Oversee design, testing, and deployment of OS images, app packages, GPOs, login scripts, and MDM policies for Windows/macOS/iOS/Android/BYOD in diverse global environments
• Manage release cycles, software licensing audits, and third-level escalations; ensure seamless integration with legal apps, M365, Windows 365/Nerdio, and AV/conferencing systems
• Act as an Analyst/Consultant and provide systems and applications integration advice and expertise as needed throughout the firm and the department
• Assist and guide the design and development of documentation and training materials to enable Technology business professionals in the use of operating system and application deployment systems
• Manage the design, development, testing and implementation of login scripts
• Manage the design, development, testing and implementation of GPO settings that directly impact the behavior of end-user applications
• Manage the creation, quality and use of test scripts and test plans as needed to effect application unit and regression testing that ensures the usability and stability of desktop and application delivery platforms
• Manage and participate in the design and implementation of software deployment packages and scripts to ensure timely, consistent and successful deployment of new and updated software installations in a highly diverse, international user environment
• Responsible for control and coordination of the release management process for the desktop
• Periodically audit desktops to help ensure software licensing compliance
• Attend technical classes to keep skill set current and to keep pace with firm product/utility set, as required

Customer service:

• Identify or respond to training needs related to the supported systems and applications
• Provide training on systems and practice group procedures to all users, including the practice groups and firm's clients
• Ensure issues are resolved in timely manner within the established SLAs
• Conduct weekly team meetings to identify key concerns, develop solution strategies and communications with customers

Administrative 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 central HR,…