VP, Associate Support & Digital Experience

Vice President, 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 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.

• 24/7 Global Help Desk Operations (Gurgaon & Chennai)
• Level 2 Support Operations
• Digital Employee Experience (DEX)
• Onsite Support at Major Gartner Locations
• Ticket Reduction & Automation
• Proactive Monitoring, Dashboards & Analytics
• Team Leadership & Talent Development
• Stakeholder Management & Service Excellence

• 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., 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.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; advanced degree a plus.

Gartner, Inc. (NYSE:IT), guides 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, we've grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That's 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.

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…