Global VP, End-User Support & Digital Experience

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

Ventajas ofrecidas por este puesto de trabajo

Hybrid work environment

World-class benefits

Descripción de la vacante

Gartner, Inc. seeks a Vice President to lead Enterprise Technology Operations' global end-user support for over 20,000 associates, overseeing a 24/7 Global Service Desk from India centers and onsite teams worldwide.

The role emphasizes reducing tickets, automating resolution, and delivering proactive dashboards to anticipate issues. The ideal candidate has proven leadership in large-scale enterprise support and a data-driven approach to elevating the associate experience.

Formación

• 5–7+ years of leadership experience in technical support / end-user services at a global enterprise comparable to Gartner.
• Proven track record leading large, distributed 24/7 support organizations (80+ staff) across geographies including India-based centers and onsite teams.
• Experience reducing ticket volume and driving automation, self-service, and proactive resolution at scale.
• Strong command of support analytics — dashboards and leading indicators (Power BI) and ITSM platforms (ServiceNow).
• Deep ITIL knowledge; certification preferred.
• Experience improving Digital Employee Experience (DEX) and AI-driven support models.
• Excellent communication and stakeholder-management skills with senior IT and business leaders.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field; advanced degree a plus.

Responsabilidades

• Own the 24/7 global help desk from Gartner’s Gurgaon and Chennai centers. Ensure coverage, quality, and first-contact resolution; define SLAs and associate experience.
• Lead Level 2 (Tier 2) support and coordinate with Tier 3/infrastructure teams; reduce escalations and staffing pressure.
• Support Digital Employee Experience (DEX) to measure and improve tech experience across associates; use tooling to surface friction and prioritize remediation.
• Oversee onsite deskside support at major Gartner locations; standardize service levels across sites.
• Drive ticket reduction through automation, self-service, and AI-driven resolution.
• Create, own, and monitor dashboards and leading indicators (Power BI) and report to executives linking support to business outcomes.
• Lead, mentor, and grow a global organization of 80+ across India, DEX, and onsite teams; foster coaching culture.

Conocimientos

Leadership

Global operations

24/7 support

Power BI

ServiceNow

ITIL

Stakeholder management

Communication

Data analytics

Change management

Educación

Bachelor's degree in CS/IT/Engineering

Herramientas

ServiceNow

Power BI

Descripción del empleo

Gartner, Inc. seeks a Vice President to lead Enterprise Technology Operations' global end-user support for over 20,000 associates, overseeing a 24/7 Global Service Desk from India centers and onsite teams worldwide.

The role emphasizes reducing tickets, automating resolution, and delivering proactive dashboards to anticipate issues. The ideal candidate has proven leadership in large-scale enterprise support and a data-driven approach to elevating the associate experience.