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Gartner

VP, Associate Support – Digital Experience

Gartner

. Own the 24/7 global help desk delivered from Gartner’s Gurgaon and Chennai centers of excellence .

Posted 11/3/2026full-timeUnited StatesMid-Level💰 $164,000 - $226,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading large-scale technical support operations, focusing on automation, self-service, and proactive resolution strategies. Proficient in support analytics and IT service management practices, with a strong emphasis on enhancing the Digital Employee Experience.

Highest-signal resume keywords
Leadership Experience in Technical SupportSupport Analytics and Dashboard CreationITIL CertificationExperience with ITSM PlatformsDigital Employee Experience Improvement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical Support ManagementAutomation and Self-Service ImplementationProactive Resolution StrategiesSupport AnalyticsDashboard OperationalizationITIL PracticesAI-Driven Support ModelsVirtual-Agent SupportTicket Volume ReductionEnd-User Computing
Soft Skills
Excellent Communication SkillsStakeholder ManagementResults-Oriented LeadershipPeople DevelopmentChange Management
Tools & Technologies
ServiceNowPower BIDEX ToolingTelemetry Systems
Certifications & Qualifications
ITIL CertificationBachelor’s Degree in Computer ScienceBachelor’s Degree in Information TechnologyBachelor’s Degree in Engineering
Industry Keywords
Global Enterprise Support24/7 Support OperationsDistributed Support OrganizationsDigital Employee ExperienceOperational Excellence

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Own the 24/7 global help desk delivered from Gartner’s Gurgaon and Chennai centers of excellence
  • Ensure adequate shift coverage, consistent service quality, strong first-contact resolution, and Tier-1 containment
  • Lead Level 2 support operations and relationships with Tier 3 / infrastructure teams
  • Close process gaps between support tiers and drive shift-left resolution through knowledge, training, competencies, and runbooks
  • Support the Digital Employee Experience team in measuring and improving technology experience across the enterprise
  • Use DEX tooling and telemetry to identify friction, prioritize remediation, and improve device, application, and workplace experience
  • Oversee onsite / deskside support teams at Gartner’s largest office locations
  • Standardize service levels and ways of working across locations
  • Drive ticket-volume reduction through automation, self-service, virtual agents, self-heal, and AI-driven resolution
  • Identify and systematically eliminate high-volume and high-impact ticket drivers
  • Create and monitor dashboards and leading indicators for proactive issue response
  • Track productivity, quality, CSAT/DSAT, and operational trends using ServiceNow and Power BI
  • Deliver executive-level reporting linking support performance to business outcomes
  • Lead, mentor, and grow a global organization of 80+ across India, DEX, and onsite teams
  • Build leadership depth and foster feedback, coaching, collaboration, accountability, and continuous improvement
  • Partner with IT, Real Estate & Workplace, infrastructure, security, and global business stakeholders
  • Serve as a senior escalation point for major incidents and outages
  • Communicate transparently and champion operational excellence and associate experience

Requirements

What you’ll need
  • 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, including building and operationalizing dashboards and leading indicators such as Power BI
  • Experience with ITSM platforms such as ServiceNow
  • Deep knowledge of ITIL / IT service management practices
  • ITIL certification preferred
  • Experience improving Digital Employee Experience (DEX) and modern end-user computing
  • Familiarity with AI-driven and virtual-agent support models
  • Excellent communication and stakeholder-management skills
  • Ability to engage and influence senior IT and business leaders and present in business terms
  • Results-oriented strategic leadership and strong people-development capability
  • 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

Benefits

Comp & perks
  • Hybrid work environment with flexibility to work virtually when productive and collaborate in person
  • Generous PTO
  • 401k match up to $7,200 per year
  • Opportunity to purchase company stock at a discount
  • Annual bonus plan based on company and individual performance, or role-based, uncapped sales incentive plan
  • Market-leading benefit programs
  • Professional growth and development opportunities