Global VP, End-User Support & Digital Experience

Gartner, Inc.

Stamford (CT)

On-site

USD 164,000 - 226,000

Full time

14 days+

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Job summary

Gartner, Inc. seeks a Vice President, Associate Support & Digital Experience to lead global end-user support for 20,000+ associates. Oversee 24/7 help desk operations from India centers and onsite teams worldwide, aiming to reduce tickets and automate resolutions.

The role requires strong leadership, stakeholder management, and expertise in ITIL/ITSM, digital employee experience, and data-driven improvement using Power BI and ServiceNow.

Qualifications

Experience leading large, distributed 24/7 support orgs (80+ staff) across geographies.
Strong expertise in ITIL/ITSM with certifications preferred.
Proven ability to reduce ticket volume and drive automation/self-service at scale.

Responsibilities

Oversee 24/7 Global Help Desk operations from India centers and onsite teams at major offices.
Lead Level 2 and coordinate with Level 3/infrastructure to reduce escalations.
Drive Digital Employee Experience (DEX) initiatives to improve device, app, and workplace experience.
Develop dashboards and leading indicators with tools like Power BI and ServiceNow for executive reporting.
Mentor and grow a global team across multiple sites and time zones.
Partner with IT, Real Estate & Workplace, security, and business units to ensure service excellence.

Skills

End-user support leadership

ITIL / ITSM

Power BI

ServiceNow

Stakeholder management

Global 24/7 operations

Education

Bachelor’s degree in Computer Science / IT / Engineering

Tools

ServiceNow

Power BI

Job description

The role requires strong leadership, stakeholder management, and expertise in ITIL/ITSM, digital employee experience, and data-driven improvement using Power BI and ServiceNow.

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