Gartner

VP, Associate Support & Digital Experience

Stamford, CT · Vp

Sponsorship not specifiedDetected 4 days ago

ReactData VisualizationStakeholder ManagementRecruitingCustomer SupportLeadershipCommunicationCollaborationMentoring

About the role

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.
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.

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.
Support Digital Employee Experience team to proactively measure and improve the technology experience of every Gartner associate.
Set and deliver an aggressive agenda to reduce total ticket volume.
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.
Build leadership depth, embed an ongoing feedback and coaching culture, and foster collaboration, accountability, and continuous improvement across a 24/7, multi-site operation.
Own the round-the-clock global help desk delivered from Gartner's Gurgaon and Chennai centers of excellence.
Hold the organization to define SLAs and a best-in-class associate support experience.

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.
So is the impact you can have here.

ITIL certification preferred.
advanced degree a plus.
Deep knowledge of ITIL / IT service management practices
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field

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

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.

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

This listing is sourced directly from Gartner's careers page and normalized into a canonical job model.