Technology that powers global performance

Global IT at A&O Shearman is driving the technology that underpins a leading international law firm. Our strategy is centred on creating a connected, forward‑looking environment where secure, high‑performing platforms enable people to work seamlessly across our global network. We combine deep technical expertise with a sharp focus on business outcomes - ensuring technology is not just reliable, but a true enabler of growth and innovation. From cloud and infrastructure to data and security, we are continuously evolving our technology landscape to meet the demands of a fast‑paced, global business. It’s an environment where ideas are valued, standards are high, and impact is tangible.

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Job ID: 11434BR
Location: Washington, DC
Job family: Business teams
Practice area: Information technology
Job type: Permanent
Working arrangement: Office based

Job description

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide.

Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimize your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

Department Purpose

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 and standardized IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services

Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

Role Purpose

The role as Deskside support requires flexibility, dedication and a passion for all things IT.
Deskside support will provide hardware, software and network support to all Firm users. Deskside support will maintain, configure install and move computer hardware and peripherals and provide support for all the Firm’s core applications as well as specialized local applications. Deskside support will aid as required with audio visual requirements. Deskside support will provide onsite hands and eyes for engineering teams when troubleshooting technology issues and implementing projects.

Role and responsibilities

Key Responsibilities

Ticketing System

Respond to support requests through the Firm’s ITSM tool or via management requests.
Log tickets in the ITSM tool for all direct requests for support
Action, monitor and maintain ticket resolution within the Firm’s defined SLA’s

Technology Support

Move, configure, install and set up computer equipment and peripherals in line with Firm standards, processes and procedures
Evaluate and diagnose hardware failures and collaborate with engineering resources or vendors to resolution as required
Provide user support for mobile devices such as iPhones or iPads using the Firms management tools in line with Firm processes and procedures
Track and maintain accurate equipment inventory of technology equipment
Carry out agreed operational and specified maintenance procedures of a routine nature
Provide software support for all Firm Core Applications as well as regionally specific applications
Provide on the ground support for global and regional projects in conjunction with the PMO and the local requirements
Provide Audio Visual support in the client space and meeting rooms as required
Provide onsite support for physical installations and patching of networking equipment in the IDF/MDF closets
Maintain UpToDate knowledge on technologies and software

Customer Relationship Management

Engage frequently with customers to educate and advise on their technological requirements
Offer solutions to technical and non-technical problems
Appropriate escalation of incidents and requests to the Senior IT Analyst/Senior IT Manager in line with A&O Shearman’s processes

Key requirements

Qualifications

Comptia A+ certification or similar

Education & Experience

2 years of experience delivering technology support in a corporate environment
Prior experience in a customer service environment

Skills

Experience installing, configuring and troubleshooting technology software and hardware
Experience troubleshooting, fixing and/or using core technology applications including but not limited to Operating systems, Active Directory, Intune, Microsoft Suite, DMS, Ticketing systems
Experience supporting Audio Visual systems and Video conferencing

Key Competencies

Adaptability – able to learn new technologies in an ever-changing landscape.
Collaboration – works effectively with other IT colleagues, business stakeholders and departments.
Patience – willingness to explain things.
Customer service – passion for helping others.
Organization – able to manage multiple training initiatives simultaneously.

Working Conditions

Onsite role with 5 days a week presence in the local office
Occasional travel may be required for project support within the Americas.

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 to our Washington, DC office. For individuals assigned to or hired for this opportunity in Washington, DC, the estimated annualized base salary range for this position is $79,000-$93,000. 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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EXPLORE OUR BENEFITS

The technology you’ll work with

In global IT, you’ll be supported by a modern, enterprise‑grade technology ecosystem designed to enable performance, security and innovation. Our environment brings together best‑in‑class platforms, cloud infrastructure and specialist tools that underpin a leading global law firm. From collaboration and knowledge sharing to advanced security and data capabilities, we ensure our teams have what they need to deliver at pace. Alongside access to the latest technologies, you’ll benefit from strong technical communities, structured learning and ongoing investment in our IT landscape - empowering you to build expertise and drive meaningful impact.

Cloud and infrastructure

Azure
VMware

Workplace and collaboration

Microsoft 365
Teams
SharePoint
OneDrive

Document and knowledge management

iManage
Knowledge platforms

Security and identity

Microsoft Defender
Entra ID (Azure AD)
DLP tools

Service management

ServiceNow
ITIL frameworks

Data and analytics

Power BI
Azure Data Services

Automation and development

Power Platform
PowerShell
Azure DevOps

Legal technology

Relativity
Practice and matter management systems

Built to excel

In global IT, excellence is built through a combination of technical expertise, curiosity and a drive to continuously improve. Our strongest performers bring a pragmatic, solutions‑focused mindset and take ownership of delivering high‑quality outcomes. They collaborate effectively across teams, adapt quickly to change and stay focused under pressure. With a clear understanding of how technology enables the business, they balance innovation with reliability. Above all, they are committed to raising standards - contributing ideas, refining approaches and consistently delivering impact in a fast‑moving, high‑performance environment.

Technically credible
Solution focused
Accountable
Collaborative
Resilient
Innovation minded

Why us?

As a leading global law firm, we rely on our global IT function to keep us at the forefront - enabling our people with secure, innovative and high‑performing technology.

Our IT teams play a critical role in ensuring the business runs seamlessly and adapts to change. You’ll work in a collaborative, international environment where your expertise has real impact, supporting lawyers and business teams across the firm.

We offer a high‑performance, partnership culture built on trust, continuous improvement and innovation. With strong investment in development and clear opportunities to grow, you’ll be empowered to bring new ideas and shape how we operate.

Shaping your career

You can build a career here with clear expectations, regular development conversations, and ongoing access to training. We tailor development to your role and strengths, helping you build leadership, management, and business skills to reach your potential.

You’ll benefit from a wide range of learning via our platform, supported by regular check-ins through our compass approach to align priorities and development goals.

We support internal progression, including moves that aid growth. Many colleagues explore varied roles, secondments, or international opportunities - so being proactive, owning your development, and sharing your goals is key to making the most of these possibilities.

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Your journey, our commitment

We believe recruitment should feel clear, respectful and genuinely engaging at every stage. Our approach is built around open communication, meaningful conversations and giving you a true sense of who we are - how we work, what we value and where you could fit. We ask for professionalism and openness in return. It’s a partnership, grounded in trust and transparency, designed to help you make confident, informed decisions about your career while enabling us to get to know you at your best.

EXPLORE OUR CANDIDATE CHARTER

Benefits

Our range of benefits is designed to meet your changing needs, providing support for physical, mental and financial well-being. We regularly review our reward and benefits programmes to ensure they remain relevant and competitive. We believe it’s important for our people to share in the success of the firm and be recognized for their contributions. We do that through a range of salary, discretionary bonus plans and market-competitive benefits.

Our benefits packages vary by location but are guided by the same global principles:

Health and wellness

Access to check-ups, insurance cover, extra support when needed, and well-being platforms.

Remuneration and rewards

We recognise contribution to client work, or business teamwork, as well as to the firm and the community. We share the financial success of the firm in a fair and transparent manner.

Financial benefits

We look to provide financial peace of mind, which can include insurances, assurances, and saving for retirement (market-dependent).

Family and lifestyle

We aim to support you in managing your demands and commitments effectively alongside your working life, as well as providing perks and discounts to assist with travel, fun and well-being.

Learning and development

We invest in your performance and progression by giving you access to top-quality training and development through an ongoing blend of structured and informal learning opportunities.

Social impact

With us, you’re encouraged to volunteer your time and skills, whether you’re a lawyer or business professional, junior or senior. You’re free to choose a cause that matters to you, or to support our chosen global charity.