VP, Associate Support & Digital Experience

About the role

Gartner IT's Enterprise Technology Operations is looking for a Vice President, Associate Support & Digital Experience, a senior leader responsible for global end-user support for over 20,000 Gartner associates. The role reports to the MVP, Digital Workplace & End User Services, and owns the 24/7 Global Service Desk running from Gurgaon and Chennai centers of excellence and onsite support teams at major offices worldwide. The aim is to make support faster, smarter and less visible by reducing ticket volume, automating resolutions and using dashboards to spot problems early.

Key responsibilities

• Own the 24/7 global help desk from Gurgaon and Chennai, ensuring shift coverage, service quality, first-contact resolution and SLAs.
• Lead Level 2 support and the relationship with Tier 3 and infrastructure teams, closing gaps between tiers and shifting resolution left through knowledge and training.
• Support Digital Employee Experience by measuring and improving the technology experience of associates, using telemetry to surface friction before tickets arise.
• Oversee onsite support teams at major Gartner locations, standardizing service levels while adapting to each site.
• Reduce total ticket volume and champion automation and self-service, including virtual agents, self-heal and AI-driven resolution.
• Create and monitor dashboards and leading indicators (ServiceNow, Power BI) covering productivity, quality, CSAT/DSAT and operational trends, with executive reporting.
• Lead, mentor and grow a global organization of 80+ people across India, DEX and onsite teams, and partner with IT, Real Estate & Workplace, infrastructure and security stakeholders.

Required profile

• 5-7+ years of leadership experience in technical support or end-user services at a large global enterprise.
• Proven track record leading large, distributed 24/7 support organizations (80+ staff) across geographies, including India-based delivery centers and onsite teams.
• Demonstrated success reducing ticket volume and driving automation, self-service and proactive resolution.
• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field; advanced degree a plus.

Required skills

• Strong command of support analytics and ITSM platforms such as ServiceNow and Power BI.
• Deep knowledge of ITIL / IT service management; ITIL certification preferred.
• Experience improving Digital Employee Experience and familiarity with AI-driven and virtual-agent support models.

What we offer

• Base salary estimated at 164,000 to 226,000 USD, with an annual bonus or uncapped sales incentive plan.
• Hybrid work environment, generous PTO and a 401k match up to 7,200 USD per year.
• Opportunity to purchase company stock at a discount.