Gartner | Enterprise Technology Operations (ETO)

Vice President, Associate Support & Digital Experience

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.

Key Responsibilities:

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

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.

Ready to grow your career with Gartner? Join us.

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.

Job Requisition ID:112516

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