AV Support Manager

Job description

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 and standardised 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.

What you will do

Reporting to the Director, Global AV & Workplace, this role will oversee the global audiovisual operations team, working in conjunction with local leadership to ensure operational reliability within our footprint. The role is a member of the Workplace technology team and is responsible for managing and motivating a large team of skilled IT professionals and directing external third-party service providers. 

The AV Support Manager is responsible for running the day-to-day operations and running all audio visual and event technology systems. This includes conference rooms, event spaces and booking system technology. The Manager will support various tools for live broadcasting, studio production and assist with hybrid event technology.  

This role will oversee a global team across various offices and support internal and external events, such as daily meetings, high profile events, town halls, client events, and special projects within our office network. The Manager works closely with the local AV and IT teams, Events, Marketing, and other teams that align with conferencing technology. 

The AV Support Manager is responsible for service delivery, operational governance, and technical support excellence. 

The primary responsibilities include: 

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

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

• Develop and maintain global support standards and documentation. 

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

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

• Manage vendor SLAs, 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 as point of 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 and operate the firm’s reliable, high‑quality operation and support of audio‑visual systems. 

• Act as the focal point for matters related to the operation and support of audio‑visual systems, providing expert guidance to other teams when required. 

• Performance management of senior specialists, engineers and consultants providing mentorship and ensuring alignment with HR standards and policies. 

• Support service provider reviews to assess performance against service targets, drive innovation and ensure any remediation activities are being delivered. 

• Contribute to the management of AV operational budget and benefits delivery, developing estimates and tracking performance against plans. 

• Identify and pursue opportunities for continuous improvement in ensuring the reliable, high‑quality operation and support of audio‑visual systems. 

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 to operate in high-pressure environments and manage critical escalations. 

• Excellent organizational and documentation skills. 

• Proficiency in Office 365 and service management tools. 

Personal: 

• Proven stakeholder engagement and communication skills. 

• Proven business acumen and ability to understand how they add value the function, firm or 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.
This role is open to our New York office. For individuals assigned to or hired for this opportunity in New York, the estimated annualized base salary range for this position is $151,000 - $208,000. 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 competitive compensation and benefits package which includes a discretionary bonus, paid leave, life, health, accident, and disability insurance; and a 401(k) plan.