The posting
Job Description
We are seeking a highly organized, proactive, and customer-service oriented Manager, Departmental Operations to join our IS team. The successful candidate will be responsible for ensuring every attorney and staff member across the firm’s offices has the right laptop and end-user equipment; managing the full lifecycle of IT assets, from purchase planning through refresh and secure disposal; leading the team of hardware technicians who deploy, install, and repair that equipment; overseeing departmental business operations; and ensuring the smooth onboarding of new hires. This role requires strong leadership, organizational, budgeting, purchasing, and project management skills, attention to detail, a drive for continuous operational improvement, and the ability to manage multiple projects simultaneously.
Responsibilities
New Hire Onboarding & Offboarding
- Own a documented, coordinated onboarding process that accommodates firm needs and IS Department staffing, ensuring every new attorney and staff member is fully equipped and productive on day one.
- Proactively contact new hires before their start date to understand their role and their laptop, equipment, and accessory needs; coordinate with HR, Recruiting, and Office Services on start dates, locations, and requirements.
- Coordinate onboarding for lateral attorneys and groups, including equipment, remote/home-office setups, and device and data transitions in partnership with Records and IT Security.
- Track onboarding readiness and new hire satisfaction; continuously improve the process based on feedback and metrics.
- Manage offboarding to ensure timely return of laptops, mobile devices, and other equipment from departing personnel, with asset records updated and devices securely wiped before redeployment.
IT Asset Management
- Design, build, operate, and maintain an asset management process that tracks the lifecycle of end-user IT equipment (procurement, receipt, deployment, maintenance, and retirement) and expands to all IT assets.
- Maintain an accurate system of record for all end-user assets (laptops, desktops, monitors, mobile devices, and conference room equipment), integrated with the firm’s ITSM and endpoint management platforms.
- Conduct periodic physical audits and inventory reconciliations across all offices; manage stock levels and spare equipment at each location.
- Manage secure IT asset disposition (ITAD), including NIST SP 800-88-compliant data sanitization, certificates of destruction, chain-of-custody documentation, and environmentally compliant recycling.
- Partner with IT Security on lost/stolen device reporting, encryption compliance, and the asset data needed for client security audits and outside counsel guidelines.
Budget & Vendor Management
- Produce, manage, and report on the IS Department line-item budgets, spends, contracts, and agreements related to end user equipment; track variances and support annual operating and capital budget planning.
- Manage relationships with hardware manufacturers, resellers, and service providers (e.g., warranty/depot repair, managed print, mobile carriers, AV integrators); negotiate pricing, track contract renewals, and hold vendors accountable to service levels.
End-User Equipment, Refresh & Procurement
- Plan and manage the proactive laptop and end-user hardware refresh program, including multi-year lifecycle forecasts tied to capital and operating budgets, deployment scheduling, user communications, and data migration, so that refreshes run smoothly with minimal disruption to attorneys and staff.
- Plan, forecast, and execute purchases of end-user hardware equipment, including quotes, purchase orders, receiving, and invoice reconciliation, in accordance with firm purchasing policies.
- Oversee the selection, standardization, inventory, and distribution of laptops, desktops, monitors, docking stations, peripherals, and other end-user hardware; maintain hardware standards and role-based device profiles so every user has the right equipment for their role and work location (office, remote, or hybrid).
- Manage the firm’s mobile communication equipment, contracts, invoices, and billbacks.
- Oversee the firm’s printer and multifunction device fleet, including managed print vendor performance, device placement, supplies, and lifecycle replacement.
- Coordinate end-user and conference room technology needs for office openings, moves, renovations, and consolidations.
Video Conference Room Systems
- Lead projects for the firm’s 80+ video conference room systems across 35 offices, including room standards, deployments, upgrades, and lifecycle replacement.
Team Leadership & Hardware Service Management
- Lead, hire, train, schedule, and performance-manage the team of hardware technicians (employees and contractors) who install, deploy, repair, and provide break-fix support for end-user equipment across all offices.
- Own the help desk ticket queue for hardware repairs, installations, and deployments; assign and prioritize work and ensure tickets are resolved within defined service levels (SLAs).
- Manage warranty, depot, and onsite repair processes with manufacturers and service partners; maintain a loaner device pool to minimize user downtime.
- Partner with the Service Desk, Infrastructure, and IT Security teams to ensure devices are provisioned to firm standards and are security-compliant before deployment.
- Define, track, and report KPIs (e.g., ticket resolution times, SLA attainment, onboarding readiness, device age, inventory accuracy) to IS leadership.
- Identify and implement operational improvements (standard operating procedures, knowledge base articles, automation, and self-service) to increase efficiency and user satisfaction.
Qualifications
- Bachelor’s degree in Information Technology, Business Administration, or a related field, or equivalent experience.
- At least 8 years of experience in end-user services, IT asset management, and IT business operations, including at least 3 years supervising technicians or support staff.
- Strong leadership and team management skills.
- A passion for providing white-glove end user support and customer service.
- Excellent organizational and multitasking abilities.
- Demonstrated budgeting and purchasing experience, including forecasting, purchase order management, vendor negotiation, and spend tracking.
- Proven project management skills, including leading hardware refresh, deployment, or multi-office technology projects; PMP or similar certification a plus.
- Track record of operational and process improvement, using metrics and data to drive results.
- Proficiency in asset management, ITSM/ticketing, and endpoint management software and tools, and advanced Excel skills for reporting and analysis.
- Advanced technical knowledge of MS Windows, MS Autopilot, SCCM, InTune, laptop Hardware, mobile devices, and video conference room technologies.
- Familiarity with ITIL service management and endpoint security practices (encryption, secure disposal); ITIL Foundation and IAITAM (CHAMP/CITAM) certifications preferred.
- Strong communication and interpersonal skills.
- Law firm or professional services experience preferred; strong client-service orientation in supporting attorneys and firm leadership.
- Ability to travel to firm offices as needed and to work occasional evenings or weekends to support onboarding, refresh deployments, and office moves.
About Us
Known for its commitment to action and tangible results, Cozen O'Connor has rapidly grown to become one of North America's fastest-growing law firms. Offering full-service expertise in litigation, business law, and government relations, the firm serves a diverse clientele, including global Fortune 500 companies, growing middle-market firms, startups, and high-profile individuals. Established in 1970, Cozen O’Connor has more than 1,000 attorneys who help clients manage risk and make better business decisions. The firm counsels clients on their most sophisticated legal matters in all areas of the law, including litigation, corporate, and regulatory law. Representing a broad array of leading global corporations and middle market companies, Cozen O’Connor services its clients’ needs through 35 offices across two continents. The firm is consistently ranked among the top 100 law firms in America and has received recognition from prestigious legal and business organizations such as Chambers & Partners, The American Lawyer, The Legal 500, and Best Lawyers. Cozen O'Connor is dedicated to excellence and strives to achieve the right results for its clients, no matter how complex or critical the legal challenges may be.
Cozen O’Connor is committed to fostering greater inclusion in the legal profession. We understand the organizational effectiveness that comes from welcoming and valuing differences within the firm, and we know that assembling a team with a breadth of perspectives and experience is necessary to provide the highest quality legal service. We encourage candidates to apply and join us in this effort.
Cozen O'Connor actively welcomes applicants who have previously left the workforce and are looking to return to their careers. Gaps in experience are not penalized.
Cozen O’Connor is an Equal Opportunity Employer, including disabled and veterans.
