The Nielsen Company is hiring a Director, IT Support to provide strategic leadership for the modern workplace experience across our North and South American offices. In this role, you will drive digital transformation and champion a user-first service culture, aligning regional IT operations with global business objectives.
What You'll Do
- Overhaul and manage desktop and executive (white-glove) support, defining and meeting SLAs and XLAs.
- Develop and execute a multi-year roadmap for End User Services (EUS) focusing on automation, self-service, and productivity.
- Lead, mentor, and scale a high-performing team of technical leads and support specialists across multiple time zones.
- Manage the regional EUS budget (OpEx and CapEx) and identify cost optimization opportunities.
- Oversee the full lifecycle of end-user hardware and software, including procurement, deployment, and asset disposal.
- Drive adoption of collaboration tools, implement AI end-user support solutions, and manage Unified Endpoint Management (UEM) strategies.
- Architect and govern the regional endpoint ecosystem (UEM, AI End User classification, IAM, VDI, ITSM).
- Define the Office of the Future including remote-first support tools, home-office hardware standards, and secure VPN connectivity.
- Develop strategies to maintain team cohesion and service consistency across diverse time zones (EST to PST and LATAM).
What We're Looking For
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- ITIL Certification.
- Fluency in English.
- Exceptional analytical, critical thinking, and problem-solving skills.
- Excellent written and verbal communication skills for 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.
- Ability to lead, motivate teams, foster collaboration, and work with various stakeholders and global teams.
- Strong organizational skills to manage multiple problems, prioritize tasks, and meet deadlines.
- Proven track record managing large-scale Service contracts and hardware vendors, including vendor evaluation and negotiation.
- Proven track record of managing budgets and financial acumen.
- High levels of energy, conscientiousness, rapport building, resiliency, inventiveness, and curiosity.
Nice to Have
- Experience in the media industry is a plus.
Technical Stack
- Windows/macOS ecosystems
- Cloud-based productivity suites
- Unified Endpoint Management (UEM)
- AI end user support solutions
- Identity & Access Management (IAM)
- Virtual Desktop Infrastructure (VDI)
- ITSM Tooling
- PowerShell, Python, API integrations
Team & Environment
You will lead the Americas region, overseeing a diverse team of IT professionals across multiple time zones. This includes managing technical leads and support specialists.
Benefits & Compensation
- Comprehensive health & wellness plans
- 401(k) retirement with company match
- Generous paid time off policy
- Company-provided car for those who qualify
- Discretionary incentive/bonus (if eligible)
- Compensation Range: $132,550 - $246,070
Work Mode
This is a local-country position with responsibilities spanning offices in North America and South America.
Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.
