VP, Associate Support & Digital Experience

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.

The Vice President is a senior leader within Enterprise Technology Operations responsible for the global end-user support for over 20000 Gartner associates. Reporting to the MVP Digital Workplace & End User Services this role owns the 24/7 Global Service Desk operating from Gartners India centers of excellence (Gurgaon and Chennai) and onsite support teams at Gartners 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 Gartners 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 Gartners 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.

• 57 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.

• Bachelors degree in Computer Science Information Technology Engineering or a related field; advanced degree a plus.

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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 20000 associates globally who support over 13000 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.

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At Gartner youll 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. Youll 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.

Its 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 thats reshaping the way we operate. If youre passionate about AI and want to be part of a team thats 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 its productive to do so and getting together with colleagues in a vibrant community that is purposeful engaging and inspiring.

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