AV Support Manager
A&O Shearman

We have an exciting opportunity for a AV Support Manager to join our IT team, based in A&O Shearman's New York office.

Information Technology team - New York

The core of the global technology department's mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent andstandardisedIT service is delivered to all offices, IT is managed and led as a global function, enabling all offices tobenefitfrom complete systems integration and economies of scale. We have around 400 technologists basedpredominantly inthe UK, Singapore andincreasingly in the US.

Technology Services

Deliver performant,availableand consistent technology services byoperatingthe firm's core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do

Reporting to theDirector, Global AV & Workplace, this rolewill oversee the globalaudiovisual operationsteam,working in conjunction with localleadershipto ensureoperational reliability within our footprint.The role is a member ofthe Workplace technology teamandis responsible formanaging and motivating alargeteam of skilled IT professionals and directing external third-party service providers.

TheAV Support Manageris responsible forrunningtheday-to-dayoperations andrunningall audio visual and event technology systems. Thisincludesconference rooms,eventspacesand booking system technology. The Managerwill support various toolsfor live broadcasting, studioproductionandassistwith hybrid eventtechnology.

This rolewilloverseea global team across various officesandsupport internal and external events,such asdailymeetings,high profile events,town halls,client events,and special projects within our office network.The Manager works closely withthe local AV and IT teams,Events,Marketing, and other teamsthatalignwith conferencingtechnology.

The AV Support Manageris responsible forservice delivery, operational governance, and technical support excellence.

The primary responsibilities include:

• Lead and manage AV support teams across the Americas,EMEAand APAC.
  

• Own incident, escalation, and resolution processes for all AV systems.
  

• Develop andmaintainglobal support standards and documentation.
  

• Oversee preventative maintenance, health monitoring system, and lifecycle planning.
  

• Coordinate with regional IT teams for seamless end-user support.
  

• ManagevendorSLAs, contracts, and performance reviews.
  

• Work with Event Manager and their team to provide excellent customer service.
  

• Track KPIs, incident trends, and service improvements.
  

• Support executive and high-profile events with technical oversight.
  

• Ensure firmware, software, and security compliance.
  

• Provide training and operational readiness for new systems and deployments.
  

• Act aspointof escalation for critical outages and executive incidents.
  

• Partner with Solutions Engineering and Real Estate for new room deployments and upgrades.
  

• Develop customer relationships with fee earners and business teams to manage the delivery of reliable, high-quality operation and support of audio-visual systems.
  

• Support the Technology Services leadership team to collectively define, implement andoperatethe firm's reliable, high-quality operation and support of audio-visual systems.
  

• Act as the focal pointfor matters related totheoperation and support of audio-visual systems,providingexpertguidance to other teams whenrequired.
  

• Performance management ofseniorspecialists, engineers and consultantsproviding mentorship and ensuring alignment with HR standards and policies.
  

• Support service provider reviews to assess performanceagainst service targets, driveinnovationand ensure any remediation activities are being delivered.
  

• Contribute to the management ofAV operationalbudget andbenefitsdelivery, developing estimates and tracking performance against plans.
  
• Identifyand pursue opportunities for continuous improvement inensuringthe reliable, high-quality operation and support of audio-visualsystems.

What you will have

Experience:

• 5+ years' experience in AV operations, enterprise support, or collaboration environments.
  

• Strong leadership experience managing regional or global support teams.
  

• Advanced understanding of AV systems, UC platforms, control systems, and video networks.
  

• Experience with ITIL, service desk workflows, and incident management platforms.
  

• Strong stakeholder management and communication skills.
  

• Ability tooperatein high-pressure environments and manage critical escalations.
  

• Excellent organizational and documentation skills.
  

• Proficiencyin Office 365 and service management tools.
  

Personal:

• Proven stakeholder engagement and communication skills.
  

• Proven business acumen and ability to understand how they addvaluethe function,firmor clients.
  

• Ability to lead and develop team members.
  

• Promotes the firm's values at all times and is comfortable working with a wide range of people and departments.
  

Equal employment opportunity, including Veterans and Disability

A&O Shearman is an equal opportunity employer, including Veterans and Disability. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. This policy applies to all aspects of an individual's relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.

If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at US-HRTransactions@aoshearman.com or call +1 212 610 6300 and ask for HR Transactions. This role is open in our New York office. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position and other job-related factors permitted by law. We offer a competitive compensation and benefits package which includes a discretionary bonus, paid leave, life, health, accident, and disability insurance; and a 401(k) plan.

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