VP, Associate 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 | Enterprise Technology Operations (ETO)

Vice President, Associate Support & Digital Experience

About Gartner IT:

Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

Role Summary:

The Vice President is a senior leader within Enterprise Technology Operations responsible for the global end-user support for over 20,000 Gartner associates. Reporting to the MVP, Digital Workplace & End User Services, this role owns the 24/7 Global Service Desk operating from Gartner’s India centers of excellence (Gurgaon and Chennai) and onsite support teams at Gartner’s major office locations worldwide an organization of 80+ professionals.

The mandate of this role is to make support faster, smarter, and increasingly invisible: relentlessly reducing ticket volume, automating the resolution of issues before they create broader impact, and standing up the dashboards and leading indicators that allow the organization to detect and react to problems proactively. The ideal candidate is an experienced global support leader who has run support at scale for a comparable enterprise, pairs operational discipline with a passion for employee experience, and uses data and automation to continuously raise the bar.

24/7 Global Help Desk Operations (Gurgaon & Chennai)

Own the round-the-clock global help desk delivered from Gartner’s Gurgaon and Chennai centers of excellence. Ensure adequate shift coverage, consistent service quality, and strong first-contact resolution and Tier-1 containment so that infrastructure and engineering teams can focus on project work rather than recurring tickets. Hold the organization to define SLAs and a best-in-class associate support experience.

Level 2 Support Operations

Lead the Level 2 (Tier 2) support function and the relationship with Tier 3 / infrastructure teams. Close process gaps between tiers, drive shift-left of resolution toward Tier 1 through knowledge and training and reduce escalations and Tier 2 staffing pressure by building the right competencies and runbooks.

Digital Employee Experience (DEX)

Support Digital Employee Experience team to proactively measure and improve the technology experience of every Gartner associate. Use DEX tooling and telemetry to surface friction before it generates tickets, prioritize remediation, and continuously elevate device, application, and workplace experience across the enterprise.

Onsite Support at Major Gartner Locations

Oversee the onsite / deskside support teams located at Gartner’s largest office locations, ensuring a consistent, high-touch experience for associates and executives on site. Standardize service levels and ways of working across locations while adapting to the needs of each site.

Ticket Reduction & Automation

Set and deliver an aggressive agenda to reduce total ticket volume. Champion automation and self-service — including virtual agents, self-heal, and AI-driven resolution — to resolve and, wherever possible, prevent issues before they cause broader impact. Identify the highest-volume and highest-impact ticket drivers and systematically engineer them out.

Proactive Monitoring, Dashboards & Analytics

Create, own, and monitor dashboards and leading indicators that enable the organization to react proactively to emerging issues. Track functional productivity, quality, CSAT/DSAT, and operational trends through tools such as ServiceNow and Power BI, and deliver clear executive-level reporting that links support performance to business outcomes.

Team Leadership & Talent Development

Lead, mentor, and grow a high-performing global organization of 80+ across India, DEX, and onsite teams — including managers and managers-of-managers. Build leadership depth, embed an ongoing feedback and coaching culture, and foster collaboration, accountability, and continuous improvement across a 24/7, multi-site operation.

Stakeholder Management & Service Excellence

Partner closely with IT, Real Estate & Workplace (REWP), infrastructure, security, and business stakeholders globally. Serve as a senior escalation point for major incidents and outages, communicate transparently, and act as a relentless champion for operational excellence and the associate experience.

Required Qualifications:

• 5–7+ years of leadership experience in technical support / end-user services at a similar large, global enterprise comparable to Gartner.
• Proven track record leading large, distributed 24/7 support organizations (80+ staff) across multiple geographies, including India-based delivery centers and onsite teams at major office locations.
• Demonstrated success reducing ticket volume and driving automation, self-service, and proactive / preventive resolution at scale.
• Strong command of support analytics — building and operationalizing dashboards and leading indicators (e.g., Power BI) and ITSM platforms (e.g., ServiceNow) to drive proactive operations.
• Deep knowledge of ITIL / IT service management practices; ITIL certification preferred.
• Experience improving Digital Employee Experience (DEX) and modern end-user computing, including familiarity with AI-driven and virtual-agent support models.
• Excellent communication and stakeholder-management skills, with the ability to engage and influence senior IT and business leaders and present in business terms.
• Results-oriented strategic leader with strong people-development capability and a track record of leading change in a complex, matrixed organization.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; advanced degree a plus.

#LI-AB1

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 164,000 USD - 226,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at [phone] or by sending an email to [e-mail].

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