Global 24/7 IT Support VP | Elevate Digital Experience

Gartner Inc.; Stamford (CT); Híbrido; USD 164.000 - 226.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work environment

Bonus program or incentive plans

Descripción de la vacante

Gartner is seeking a Vice President, Associate Support & Digital Experience to lead global end-user support for 20,000+ associates. This role runs the 24/7 Service Desk from India (Gurgaon/Chennai) and onsite teams worldwide, emphasizing fast, proactive, and automated resolution.

The ideal candidate has global leadership experience, a passion for employee experience, and a track record of improving support with data, automation, and strong stakeholder influence across a multi-site organization.

Formación

• Experience leading large, distributed 24/7 support organizations (80+ staff) across geographies.
• Experience driving automation and self-service to reduce ticket volume at scale.
• Strong analytics capability with dashboards and leading indicators to drive proactive operations.
• Deep ITIL/ITSM knowledge; ITIL certification preferred.

Responsabilidades

• Lead 24/7 global help desk operations from India centers and onsite teams at major offices.
• Manage Level 2/3 support relationships and drive shift-left improvements.
• Incorporate Digital Employee Experience (DEX) metrics to measure and improve associate tech experience.
• Oversee onsite deskside support for high-touch locations to ensure consistent service levels.
• Champion ticket reduction through automation, AI-driven resolution, and self-service.
• Create dashboards and executive reports linking support to business outcomes.

Conocimientos

Leadership

Global teams

People development

Stakeholder management

Data-driven decisions

Educación

Bachelor's degree in Computer Science or related field

Advanced degree a plus

Herramientas

Power BI

ServiceNow

Descripción del empleo

Gartner is seeking a Vice President, Associate Support & Digital Experience to lead global end-user support for 20,000+ associates. This role runs the 24/7 Service Desk from India (Gurgaon/Chennai) and onsite teams worldwide, emphasizing fast, proactive, and automated resolution.

The ideal candidate has global leadership experience, a passion for employee experience, and a track record of improving support with data, automation, and strong stakeholder influence across a multi-site organization.