Director, IT Support

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

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As the Director of End User Services and Client Experience Americas, you will be the strategic leader responsible for the modern workplace experience across our North and South American offices. You will oversee a diverse team of IT professionals to ensure our employees have the seamless, high-performance technology environment they need to succeed.

This role isn't just about managing tickets; it’s about driving digital transformation, fostering a culture of "user-first" service, and aligning regional IT operations with global business objectives.

You view the laptop and the login screen as the "front door" to the company. You are obsessed with making that entrance as welcoming and fast as possible.

You have a visceral dislike for repetitive manual tasks. You look to PowerShell, Python, or API integrations to make the "boring" stuff happen automatically

You understand that "The Americas" isn't a monolith. You can pivot your leadership style to support a fast-paced NYC sales office and a highly regulated operations center in Mexico.

Responsibilities

Operational Excellence: Overhaul and manage desktop support, and executive (white-glove) support, Define and meet industry best practice SLAs and XLAs (Experience Level Agreements).

Strategic Leadership: Develop and execute a multi-year roadmap for End User Services (EUS) in the Americas, focusing on automation, self-service, and employee productivity.

Team Development: Lead, mentor, and scale a high-performing team of technical leads and support specialists across multiple time zones.

Financial Oversight: Manage the regional EUS budget, including OpEx and CapEx, while identifying opportunities for cost optimization through vendor consolidation and automation.

Infrastructure & Provisioning: Oversee the full lifecycle of end-user hardware (laptops, mobile) and software, including procurement, imaging, deployment, and asset disposal.

Modern Workplace Management: Drive the adoption of collaboration tools,  implement Ai end user support solutions and work with internal teams to manage Unified Endpoint Management (UEM) strategies.

The Director will be responsible for the architecture and governance of our regional endpoint ecosystem. We are looking for a leader who is "hands-on enough" to guide strategy for the following:

• Unified Endpoint Management (UEM)

• Ai End User classification and adoption 

• Partnership with Identity & Access Management (IAM)

• Partnership with Virtual Desktop Infrastructure (VDI)

• ITSM Tooling

As the lead for the Americas, you will define the "Office of the Future." This includes:

• Remote-First Support: Implementing tools for remote troubleshooting that respect user privacy while ensuring rapid resolution for home-based employees.

• Connectivity Solutions: Designing standards for home-office hardware kits and providing guidance/support for secure VPN connectivity.

• Culture & Inclusion: Developing strategies to maintain team cohesion and service consistency across diverse time zones (EST to PST and LATAM regions).

• MTTR is reduced

• Escalations are reduced

• Employees' overall satisfaction levels increase. 

• Regional spend is managed against the forecast

Success in this role is defined by a 'frictionless' employee experience. Raising the bar on End User Services to an exceptional level so your team is seen as a proactive partner rather than a reactive cost center.

• Bachelor’s degree in Computer Science, Information Technology, or a related field

• ITIL Certification 

• Fluency in English 

• Problem solving - exceptional analytical, critical thinking and problem solving skills to effectively diagnose complex issues.

• Excellent written and verbal communication skills to articulate complex technical concepts to both technical and non-technical audiences.

• Excellent Knowledge of reporting methodology

• 10+ years in IT Operations, with at least 5 years in a leadership role managing multi-national environments

• Deep knowledge of ITSM frameworks (ITIL), Windows/macOS ecosystems, and cloud-based productivity suites.

• The ability to lead and motivate teams, foster a collaborative environment and work effectively with various departments and stakeholders. Experience in working with global teams and managing diverse stakeholder groups.

• Strong organizational skills to manage multiple problems simultaneously, prioritize tasks based on business impact and meet deadlines

• Proven track record of managing large-scale Service contracts and hardware vendors. Ability to evaluate and manage relationships with technology vendors, including understanding contractual terms, service-level agreements (SLAs), and negotiation skills.

• Proven track record of managing budgets and financial acumen 

• High levels of energy, conscientiousness, rapport building, resiliency, inventiveness, and curiosity.

• Experience in the media industry is a plus.

#LI-AW1

Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, company provided car for those who qualify, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.

A reasonable estimated salary range for a new employee has been provided. It would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.

Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.

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