VP, Associate Support & Digital Experience

Role Overview

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.

Key responsibilities include owning the 24/7 Global Service Desk, leading the Level 2 support function, supporting Digital Employee Experience, overseeing onsite support teams, reducing ticket volume, and creating dashboards and leading indicators to enable proactive operations.

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.

• 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., PowerBI) and ITSM platforms (e.g., Service Now) 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

• world‑class benefits
• highly competitive compensation
• disproportionate rewards for top performers
• generous PTO
• 401k match up to $7,200 per year
• opportunity to purchase company stock at a discount