Overview
Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

 

We... are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

 

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our London office as a Senior Technician: Technical Support on a 6 month fixed term contract.  

 

 

Hours:

 

Shifts vary per office but range between 7:00am to 7:30pm based on local / regional needs.  Flexibility is required in accordance with the needs of the business. 

 

Provide on-call support as part of an agreed schedule.

Responsibilities

- Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution

- Update and manage of all escalated tickets in accordance with local, regional and global standards and processes

- Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking

- Successfully meet timelines and/or budgets for assigned projects

- Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications

- Update and contribute to the Knowledge base to share expertise

- Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues

- Repair and maintain all Firm-supported laptops, desktops and video conferencing equipment in accordance with firm standards

- Participate as required in moving users to other offices or floors

- Configure and monitor equipment used for high level meetings

- Provide support for audio visual/video conference meetings and events

- Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference connections.

- Provide hands-on and remote support/troubleshooting of integrated video and audio conferencing equipment in conference rooms and mobile environments

- Provide technical support to conference rooms at multiple local locations including sound equipment, teleconferencing, video conferencing and other audio visual support as necessary

- Provide set-up and support of audio visual and related equipment, and computers used for presentations, within conference rooms and visiting attorney offices

- Monitor significant video conference meetings, providing immediate response to connectivity or participant needs as necessary

- Maintain inventory of all audio and video equipment and undertake maintenance as needed as directed by the multimedia engineering team

- Set up video conferences, working with requesters, participant sites and platform providers to get calls up and running at full bandwidth. Use appropriate room/meeting reservation software to coordinate conference schedules

- Perform upkeep of meeting room control consoles and keypads to include maintenance and systems upgrades as required

- Provide programming and move/add/change support for office phones (where applicable)

- Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)

- Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management

- Adhere to all IT and user quality assurance policies and practices

- Adhere to all Firm and IT security policies and practices

- Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution

- communicating proactively and managing expectations

- Provide visible floor support by conducting weekly floor sweeps to increase business engagement

- Attend user groups independently or with managers as required

- Perform other duties as assigned or required to meet Firm goals and objectives



Qualifications

- Educated to degree level or equivalent, in a related field preferred.

- Professional Certification and/or experience (e.g. MCSDT qualification) required

- Knowledge of the ITIL environment and process essential

- A+ Certification preferred



 

Experience, skills and personal attributes:


- 36+ months experience in a desk-side support technician/analyst role, preferably in a professional services environment. Law Firm experience preferred

- Advanced proficiency in Microsoft Office products

- Knowledge of related problems with OS and registries

- Advanced knowledge of time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools

- In-depth understanding of AD & Entra ID including Active Directory roles, Group Policy, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities

- Strong knowledge of hardware, printers and laptops and iPhone and Android devices

- Imaging and configuring PCs to Firm standards for rollout to users

- Ability to build a clone computer and troubleshoot all computer hardware issues

- Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues

- Knowledge of document management systems and e-filing processes

- Strong written and verbal communication skills. Able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors

- Ability to work in a diverse team environment and effectively support the demanding needs of the Firm

- Ability to work under pressure, meet deadlines with shifting priorities

- Must be a self-starter with a high level of initiative

- Strong customer service skills, able to anticipate needs and exercise independent judgment

- Strong attention to detail, organizational skills and the ability to handle multiple projects

- Maintains confidentiality and exercises discretion

- Exercises solid strategic thinking and problem-solving skills

- Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner

- A team player who encourages other members to provide continuous feedback to each other and share information openly



 

At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed.

 

Our culture promotes mutual respect, acceptance, cooperation and productivity among people from all backgrounds and values different perspectives and ideas.

 

One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBT+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability) and Work and Me (Family).

 

We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm.

 

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Overview
Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.We are a... collegial, collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our New York, Chicago, Houston, or Washington, D.C. office, as an Assistant Director: Technology Services - US.

 

The Assistant Director: Technology Services – US will work closely with the business and legal teams across the Firm’s US offices to establish effective and lasting partnerships. This position requires a thorough understanding of stakeholder requirements, the ability to communicate the value of IT services, and the responsibility to align IT initiatives with the Firm’s strategic goals. The role supports the oversight of daily IT operations, focusing on maximizing availability, performance, and user satisfaction in coordination with the Director: Global Technology Services.  The Assistant Director will cultivate robust relationships with local office leadership, promote a client-focused approach, and ensure that US operations contribute to and benefit from the Firm’s global standards and initiatives.

 

The Assistant Director: Technology Services will support the Director: Global Technology Services in delivering exceptional IT services bringing consistency, efficiencies and operational excellence across the firm.

 

This position is a key proactive point of contact for lawyers and business services staff with regard to current and future technology opportunities and is a primary point of contact for the office Directors of Administration within their region to address IT questions and concerns.

Responsibilities
Essential Functions:


- Work with the Director: Global Technology Services to define services and agree on meaningful service levels with the business

- Support subordinate managers/supervisors by providing leadership and guidance in alignment with the Global Director’s strategic direction for planning, designing, developing, and implementing technology projects

- Engage with stakeholders to capture and reflect the 'Voice of the Client' in IT service delivery, including feedback mechanisms such as workshops, pilots, and surveys

- Coordinate and support the execution of IT projects, process improvements, and change initiatives aligned with global IT strategy

- Oversee day-to-day IT support operations across US locations to uphold service standards, performance, and security in alignment with the Global Director’s strategic objectives

- Build and maintain strong relationships with US office leadership, practice groups, and business units to ensure IT services meet evolving business needs

- Supervise and develop US-based IT support teams, fostering a culture of collaboration, innovation, and continuous improvement

- Support the Global Director in promoting cost-effective operation and maintenance of information systems, business processes, and project delivery

- Support the effective operation of the US service support desk by monitoring issue resolution and adherence to SLAs and KPIs

- Monitor and report on service performance metrics, identify problems, and recommend process improvements

- Assist in asset and configuration management for US offices, ensuring alignment with global standards

- Support the implementation and optimization of ServiceNow as a key platform for IT service management

- Provides regular reporting on key performance indicators, service levels, and budget utilization to Director: Global Technology Services

- Participate in vendor management and contract negotiations for US-based IT services

- Ensure compliance with Firm policies, security standards, and US-specific regulatory requirements

- Perform other duties as assigned to meet Firm goals and objectives



Qualifications
Education/Training/Certifications:


- Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job



 Professional Experience:


- Minimum of 10 years of professional IT experience, with at least 5 years in a supervisory or management role

- Experience in legal or professional services environment strongly preferred



Technical Skills:


- Proficiency in Microsoft Office products

- Strong knowledge of IT infrastructure, software, and technologies

- Experience managing IT operations, projects, and support teams

- Familiarity with IT service management tools and best practices, including Agile/DevOps methodologies and project portfolio management



Performance Traits:


- Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors

- Ability to work in a diverse team environment and effectively support the demanding needs of the Firm

- Ability to work under pressure, meet deadlines with shifting priorities

- Must be a self-starter with a high level of initiative

- Strong customer service skills, able to anticipate needs and exercise independent judgment.

- Strong attention to detail, organizational skills, leadership skills and the ability to handle multiple projects

- Maintains confidentiality and exercises discretion

- Exercises solid strategic thinking and problem-solving skills



Management Accountabilities:


- Manages processes for direct reports in regards to performance appraisals, annual compensation, goal setting, performance counselling and development for US IT staff

- Demonstrated leadership and supervisory experience

- Operational budget analysis and staffing recommendations

- Conducts analysis of staffing levels and participation in the recruitment process

- Able to determine and implement change processes to improve workflow efficiencies

- Process- and service-oriented with strong leadership and project management skills

- Able to set priorities and delegate in an efficient manner



 

The typical pay scale for this position is between $155,000 and $230,000, although the actual wage or salary could be lower or higher if the candidate’s education, experience, skills and internal pay alignment are different from those specified. 

 

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

 

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

 

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.

 

Thank you for your interest in Mayer Brown. We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

 

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