Senior IT Support Specialist I

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.

The Senior IT End User Support Specialist is the senior-most support role for the End User Services capability, connecting employee experience, technology strategy, operational resilience, and forward-looking service design. This role is responsible for shaping how Nielsen supports its workforce as technology, employee expectations, security requirements, and ways of working continue to evolve.

Rather than focusing on routine day-to-day ticket execution, this role concentrates on the future state of End User Services: defining technical direction, improving the support operating model, identifying opportunities for automation and AI, strengthening service quality, and building a capable support organization. The role provides senior oversight for complex issues and can lead strategic initiatives, technical workstreams, and service improvements when appropriate.

The successful candidate will combine deep end-user technology expertise with strategic thinking, business judgment, people leadership, and the ability to influence across global IT. They will help employees remain productive and secure while creating a simpler, more proactive, and more intelligent support experience.

• Shape the forward-looking strategy, roadmap, and operating model for End User Services support.
• Translate business needs, employee feedback, service data, technology trends, and security priorities into a practical multi-year improvement plan.
• Define support principles, service standards, escalation paths, ownership models, and measures that create a consistent employee experience.
• Identify opportunities to simplify the support journey, expand self-service, reduce friction, and move from reactive support toward proactive service management.
• Provide recommendations on organizational capability, sourcing, service coverage, and future-state support models.
• Can lead strategic planning sessions and cross-functional workstreams when appropriate.

Technical Direction and Future-State Design

• Set technical direction for endpoint, device lifecycle, employee technology, remote support, and related workplace technology capabilities.
• Evaluate emerging technologies, platform capabilities, vendor offerings, and architectural options that could improve employee productivity and supportability.
• Establish standards for endpoint management, provisioning, security configuration, lifecycle management, knowledge, and remote support.
• Assess technical debt, operational risk, resiliency gaps, and opportunities for modernization.
• Partner with infrastructure, network, identity, cybersecurity, application, and architecture teams to ensure end-user technology decisions are integrated and sustainable.
• Can lead technical discovery, design reviews, pilots, and implementation workstreams from concept through adoption.

AI-Driven Support and Automation

• Define an AI-driven vision for End User Services that improves employee self-service, support intelligence, knowledge quality, and operational efficiency.
• Identify high-value opportunities for AI, automation, workflow optimization, predictive support, and intelligent knowledge management.
• Guide the responsible use of Nielsen-approved AI tools for support triage, trend analysis, knowledge creation, employee communications, and service improvement.
• Establish practical controls for human oversight, data protection, validation, access, transparency, and responsible use of AI-generated outputs.
• Use support data, ticket trends, employee feedback, and service metrics to identify patterns and anticipate emerging issues.
• Can lead AI and automation pilots, vendor evaluations, and adoption workstreams when appropriate.
• Build team capability through coaching, examples, playbooks, and knowledge sharing that help direct reports and partner teams adopt approved AI capabilities effectively.

Service Health, Risk, and Escalation Governance

• Provide senior oversight for complex, high-impact, recurring, or cross-functional employee technology issues.
• Review service health, major trends, recurring problems, operational risks, and improvement opportunities without becoming the primary owner of routine ticket volume.
• Establish governance for incident, problem, change, request, knowledge, configuration, and service-level management.
• Ensure root-cause analysis and preventive actions are completed for material or recurring issues.
• Define and monitor meaningful measures for employee experience, service resilience, operational performance, and business impact.
• Provide clear recommendations and escalation updates to senior stakeholders.
• Can lead high-severity incident reviews, problem-management forums, and recovery or improvement initiatives when appropriate.

People Leadership and Capability Development

• Manage, coach, mentor, and develop direct reports within the End User Services support capability.
• Set clear expectations for service quality, ownership, collaboration, technical growth, and customer advocacy.
• Build a sustainable skills model and development roadmap for the team, including emerging endpoint, automation, AI, security, and service-management capabilities.
• Support onboarding, performance feedback, career development, succession planning, and knowledge transfer for direct reports.
• Create an environment where team members can make sound decisions, learn continuously, and improve the employee experience.
• Can lead through influence, technical credibility, collaboration, and example across the wider technology organization.

Portfolio, Vendor, and Stakeholder Partnership

• Shape and prioritize a portfolio of End User Services initiatives based on employee impact, risk, value, feasibility, and strategic alignment.
• Partner with Finance, Procurement, HR, cybersecurity, business leaders, and technology stakeholders on priorities, business cases, investment decisions, and operating impacts.
• Provide technical and service input into CAPEX/OPEX planning, vendor strategy, sourcing decisions, and contract performance discussions.
• Maintain strong relationships with technology vendors, managed service providers, and implementation partners.
• Communicate direction, tradeoffs, progress, risks, and recommendations clearly to technical and non-technical stakeholders.
• Can lead executive-ready reviews, vendor discussions, and transformation workstreams when appropriate.

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• ITIL certification or training preferred.
• 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.
• Ability to work independently and as part of a team
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Windows Desktop Administrator, Linux Professional Institute Certification) are a plus
• At least 5 years of progressive experience in end user support, service desk support, technical support, endpoint support, workplace technology, or a related discipline.
• Demonstrated experience with increasing responsibility for service improvement, technical direction, operating-model development, or support transformation.
• Experience managing, coaching, mentoring, or supervising support professionals, with direct people-management experience preferred.
• Strong experience with Windows and macOS, endpoint management, device lifecycle, remote support, enterprise applications, and cloud productivity platforms.
• Experience using ITSM or ticket-management tools and applying incident, request, problem, change, knowledge, and configuration-management practices.
• Experience evaluating technology options, managing vendors or partners, supporting business cases, or contributing to CAPEX/OPEX decisions.
• Experience using service data, employee feedback, and operational metrics to identify trends, risks, and improvement opportunities.
• Experience with AI-assisted support, automation, self-service, workflow optimization, knowledge management, or service analytics preferred.
• Demonstrated experience supporting global, media, information services, or other distributed organizations is a plus.
• Strategic thinking and the ability to connect employee experience, technology, security, operations, and business outcomes.
• Ability to define a clear future state, communicate priorities, and convert strategy into an actionable roadmap.
• Ability to lead through influence, technical credibility, collaboration, and example without relying solely on formal authority.
• Ability to coach, mentor, provide feedback, and develop direct reports.
• Strong analytical and problem-solving skills, with a methodical and logical approach.
• Ability to evaluate emerging technologies and make balanced recommendations based on value, risk, feasibility, and user impact.
• Practical understanding of responsible AI, including human oversight, data protection, validation, and secure handling of confidential information.
• Excellent communication, stakeholder-management, facilitation, and executive-presentations skills.
• Ability to remain composed and decisive during high-impact incidents or periods of change.
• Excellent organizational and time-management skills, with the ability to prioritize strategic work and urgent business needs.
• Demonstrated flexibility, adaptability, curiosity, accountability, and commitment to continuous improvement.

Enabling your best to power a better media future.

Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.

Compensation Transparency: The posted base salary range is a reasonable estimate that may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives.

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

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