Global Head of End-User Support & Digital Experience
Gartner Inc.
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Descrizione del lavoro
Gartner is seeking a Vice President for Enterprise Technology Operations, Associate Support & Digital Experience. You will oversee global end-user support for 20,000+ associates, manage 24/7 operations from India centers and onsite teams, and drive automation and proactive resolution across the organization.
Strong leadership and data-driven decision making are essential. Gartner offers a hybrid work model and competitive compensation.
Competenze
- 5–7+ years of leadership experience in technical support at a global enterprise.
- Proven track record leading 24/7 distributed support teams across geographies.
- Experience reducing ticket volume with automation, self-service and proactive resolution.
- Strong analytics: dashboards and leading indicators (Power BI) and ITSM (ServiceNow).
- Deep ITIL knowledge; ITIL certification preferred.
- Experience improving Digital Employee Experience (DEX) and end-user computing.
- Excellent communication and stakeholder-management with senior leaders.
Mansioni
- Own 24/7 Global Help Desk operations from multiple centers and onsite teams.
- Lead Level 2 support and coordinate with Tier 3/infrastructure teams.
- Drive ticket reduction through automation and self-service initiatives.
- Develop and monitor dashboards and analytics to report to executives.
- Lead, mentor and grow a global 80+ person team across locations.
- Partner with IT, Real Estate, Security and business stakeholders globally.
- Act as escalation point for major incidents and outages.
Conoscenze
Formazione
Strumenti
Descrizione del lavoro
Gartner is seeking a Vice President for Enterprise Technology Operations, Associate Support & Digital Experience. You will oversee global end-user support for 20,000+ associates, manage 24/7 operations from India centers and onsite teams, and drive automation and proactive resolution across the organization.
Strong leadership and data-driven decision making are essential. Gartner offers a hybrid work model and competitive compensation.
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