Description:
The Technology Operations Manager position maintains the technology infrastructure that supports all legal staff in their day-to-day operations. This position works with a small team responsible for managing the organizations Microsoft 365 services including but not limited to Exchange Online, Teams, SharePoint, and OneDrive. The position is also responsible for other services such as Entra ID, InTune, and Azure Virtual Desktop. This position also configures a wide range of SaaS applications, and frequently coordinates with external vendors such as local ISPs, copy vendors, landlords, and more.
The department provides service hours between 8 AM PT and 5 PM PT, Monday through Friday. The position provides a key point of escalation for Support Specialists that are unsure of how to proceed with an issue.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong customer service, communications, and critical thinking skills.
• High level of proficiency in Microsoft 365 products.
• Ability to communicate effectively with diverse audiences.
• Ability to communicate technical concepts and terminology with staff and vendor partners.
• Ability to collaborate and maintain effective working relationships with others.
• Commitment to ongoing learning and self-development.
• Remain adaptable while working in a dynamic environment.
• Knowledge of the use and maintenance of relevant equipment and software.
• Ability to investigate and diagnose problems and to implement solutions.
• Ability to prioritize service issues based on multiple competing objectives.
• Act as a trusted advisor to stakeholders on technology needs.
• Advanced working knowledge of Windows Operating Systems, Entra ID, Exchange Online, and other related integrations.
• Advanced working knowledge of the Microsoft 365 suite.
• Advanced working knowledge of Microsoft InTune.
• Advanced working knowledge of other technologies as outlined in the Essential Functions section.

EDUCATION AND EXPERIENCE:

Knowledge, skills, and abilities for this position can be acquired by a combination of experience and education.

• At least five years of experience administering Microsoft 365 environments.
• At least five years of experience designing and administering the InTune experience.
• At least two years of experience managing direct report(s).
• Any equivalent combination of experience and training which provides the required knowledge, skills and abilities may be substituted.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Design, plan, install, configure, maintain, document and administer the following online technologies and their related systems and integrations:
• Exchange Online Services
• Microsoft Entra ID (Formerly Azure Active Directory)
• Microsoft Teams and integrated VoIP solutions
• All other Microsoft 365-based services such as SharePoint, Forms, etc.
• All Azure-based infrastructure including AVD management
• Administer the Microsoft InTune service across the organization, including the following responsibilities:
• Manage Autopilot and other enrollment methods for devices including Windows, macOS, and iPadOS
• Maintain configuration policies to curate the user experience and device security
• Develop, test, document, and deploy a variety of PowerShell remediations, software deployments, Windows Update policies, and more.
• Manage a limited physical infrastructure for over a dozen local offices including Firewalls, Switches, VLANs, and more.
• Manage SaaS integrations within the organization, coordinating with product stakeholders as necessary.
• Manage the support desk staff and experience, providing service for around 150 employees.
• Assist in the development of the Technology & Innovation roadmap, aligning with the organization’s overarching strategic plan.
• A key responsibility is owning and triaging Zoho tickets, ensuring that all technology issues, feature requests, and client-impacting incidents are logged, prioritized, and resolved in a timely, compliant, and transparent manner.
• Serve as an escalation point for complex technical issues and ensure timely resolution.
• Oversee system monitoring, disaster recovery planning, and incident response.
• Partner with security teams to maintain compliance with standards such as SOC 2, HIPAA, or PCI-DSS.
• Manage vendor relationships for hardware, software, and service providers.
• Oversee procurement, contracts, and service level agreements (SLAs).
• Assist in preparing and managing the technology operations budget.
• Partner with leadership to align technology operations with business goals.
• Manage and mentor IT operations staff, providing direction, coaching, and professional development.
• Foster a culture of responsiveness, continuous improvement, and legal-industry compliance awareness.
• Champion operational excellence — identifying opportunities to streamline processes that directly impact attorneys, paralegals, and clients.

ADDITIONAL RESPONSIBILITIES:

• Coordinate onboarding and offboarding, both of accounts and physical technology, for both local and remote staff.
• Develop and manage vendor relationships to ensure effective operations.
• Effectively manage inventory of all hardware including laptops, monitors, docking stations, servers, switches, and other related networking hardware.
  Requirements: