Help Desk Manager (5-8 yrs of exp required)

About Gartner IT:

Join a world-class team of skilled IT Operation Support Professionals who build the first line of attack for our associates for any of their IT related Support requests or issues and at the same time act as the first line of defense for tier 3 Technical Teams to give them cover for consequences resulting from new upgrades and technology push in the IT environment. We make a broad organizational impact by delivering cutting-edge technology solutions that power our Associates to achieve our common goal with great efficiency and success. 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.

About the role:

Gartner is looking for a well-rounded and motivated Helpdesk Manager to join its HelpDesk (Tier 1) support team which is responsible for building Trust as Business Enabling Partner that Delivers World Class Customer Support Experience.

What you will do:

• Provides advanced technical hardware troubleshooting & diagnosis software troubleshooting/installation and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.

• Lead and supervise with workforce scheduling workload balancing and shift planning.

• Ensure everyone on shift - Log in on time answer all phone calls and chats document in our Ticketing tool keeping wait time within limits.

• Manage the help desk team and evaluate the performance monitor ticket queues response and resolution times and ensure adherence to SLAs and internal KPIs.

• Meet or exceed all Helpdesk metrics and process requirements - Ticket management protocols time tracking communication requirements etc.

• Act as the first point of contact for any escalation major incidents and critical user issues coordinating with infrastructure network security application teams second- or third-line IT Teams or from any Team from the business.

• Implement and maintain helpdesk processes workflows and escalation paths aligned to ITIL (incident request access problem where applicable) and Gartner standards.

• Recruit onboard train and coach helpdesk staff; conduct 1:1s performance reviews and create development plans.

• Maintain and improve documentation SOPs and knowledge bases (internal KB and if needed selfservice/portal articles) (Confluence)

• Analyze ticket trends and recurring issues suggest longterm fixes and drive initiatives to reduce ticket volume and improve firstcontact resolution.

• Track and report on metrics such as ticket volume SLA compliance backlog CSAT FCR and agent productivity to IT leadership using report platforms like ServiceNow & Power BI

• Collaborate with other IT and business teams during Outages changes rollouts and projects to ensure support readiness (training runbooks FAQs).

• Oversee tools used by the helpdesk (ITSM platform like ServiceNow remote support tools monitoring/alerting) and contribute requirements for improvements.

• Ensure All Support representatives maintain accurate up-to-date status on all tickets with proper follow-up data and documentation.

• Ensure that all associates have been properly communicated on every escalation or follow-up.

What you will need:

Strong IT professional with 5-8 years of experience in IT operation Support Management working in a 24X7 Environment in a rotational shift with a No-limit mindset. The candidate should have strong qualitative and quantitative problem-solving skills along with high on ownership responsibility and accountability.

Must have

• At least 3-4 years experience working as an IT Help Desk Manager in an IT Service environment

• Datadriven mindset with the ability to read dashboards interpret trends and take action to improve service.

• Strong data Analysis Skills and awareness on Analytics tools like Power BI MS Excel or any other.

• Proven work experience as a Help desk manager.

• Proven peoplemanagement skills: coaching conflict handling feedback and team motivation.

• Excellent leadership and people management skills.

• Degree in Bachelor of Science/ Technology

• Experience with ITSM/ITIL processes especially incident and request management and working knowledge of ticketing systems

• Strong understanding of IT supports environments common enduser technologies and troubleshooting basics.

• Able to clearly and correctly express complex technical concepts in English both verbally and in writing to support a Global organization.

• Solid experience with Help Desk ticketing tools remote control tools and Contact Center and Chat Tools

• Solid technical background with an ability to give instructions to a non-technical audience.

• Customer service oriented with a problem-solving attitude.

• passion for providing excellent customer service.

• Good communication skills able to clearly and correctly express complex technical concepts in English both verbally and in writing to support a Global organization.

• Capable of working 24 X 7 X 365 in a rotational shift environment

• Amazing problem-solving skills

• Ability to occasionally adjust work schedules to meet business needs.

• Ability to maintain Accurate technical knowledgebase documentation policies and processes to a high level.

• Treat all customers with courtesy and professionalism.

Good to have.

• HDI Certified

• ITIL V4

• ITSM Certification

• Microsoft Certified

• Any other Certification in Customer Support Space

• Management Degree or Equivalent

Who you are

• Graduate/Postgraduate in Science and Technology.

• Excellent leadership and people management skills.

• Excellent communication and prioritization skills.

• Able to work independently or within a team proactively in a fast-paced demanding 24X7 environment.

• Owns success Takes responsibility for the successful delivery of the solutions.

• Strong desire to improve upon their skills in software development frameworks and technologies

Dont meet every single requirement We encourage you to apply anyway. You might just be the right candidate for this or other roles.

#LI-PM2

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 weve grown to 21000 associates globally who support 14000 client enterprises in 90 countries and territories. We do important interesting and substantive work that matters. Thats 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.

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 its productive to do so and getting together with colleagues in a vibrant community that is purposeful engaging and inspiring.

Ready to grow your career with Gartner Join us.

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