About Gartner IT:

Join a world-class team of skilled IT Operation Support Professionals who build the first line of attack for our associates for any of their IT related Support requests or issues and at the same time act as the first line of defense for tier 3 Technical Teams to give them cover for consequences resulted from new upgrades and technology push in the IT environment.  We make a broad organizational impact by delivering cutting-edge technology solutions that power our Associates to achieve our common goal with great efficiency and success.  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.  

About the role:

Gartner is looking for a well-rounded and motivated Helpdesk Manager to join its HelpDesk (Tier 1) support team which is responsible for building Trust as Business Enabling Partner that Delivers World Class Customer Support Experience.

What you will do:

Manage shifts and ensure shifts have adequate coverage all the time to support operations, providing timely and accurate customer support with treating all customers with courtesy and professionalism.

Recruit, train, and support help desk agents, ensure they follow the best practices, evaluate performance against the quality parameters

Improvement measure internally and with other BUs based on Customer and Peer Feedbacks with developing mechanism to provide productivity report , also act as first point of escalation from business and internal teams

Ensure everyone on shift Log all phone calls, and chats, in our Ticketing tool, updating with relevant information, and escalating as necessary within SLAs and to Gartner standards with Timely follow ups.

 Knowledge Base - Provide first-line troubleshooting and resolutions upon initial contact, using our internal knowledgebase & various tools, and ensure we keep our First contact resolution high as possible with an up to date knowledge base.

Meet or exceed all Help Desk metrics and process requirements - Ticket management protocols, time tracking, communication requirements, etc with showcasing our cultural values all the time.

Liaise with IT colleagues Tier 2 and Tier 3 IT teams, other Business units, and peers whenever needed to ensure you do the right thing always,

What you will need : 

Strong IT professional with 2+ years of experience in IT operation Support Management as Manager, working in a 24X7 Environment in a rotational shift with a No-limit mindset. The candidate should have strong qualitative and quantitative problem-solving skills along with high on ownership, responsibility, and accountability. 

Must have:

2+ years experience in a management role within IT support function with Excellent leadership and people management skills having a Customer-service oriented problem-solving attitude 

Degree in Bachelor of Science/ Technology, ITIL Certified with Strong Knowledge of ITSM

Able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization, keeping all documentation of  Policies and Processes up to date

Solid technical background with an ability to give instructions to a non-technical audience  and a  Solid experience with Help Desk ticketing tools, remote control tools, and Contact Center and Chat Tools

Passionate about customer support with Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization.

Capable of working 24 X 7 X 365 in a rotational shift environment with adjusting work schedule sometimes based on need

Who you are

Bachelor’s degree or foreign equivalent degree in Computer Science or a related field required  

Excellent leadership and people management skills.

Excellent communication and prioritization skills.

Able to work independently or within a team proactively in a fast-paced demanding 24X7 environment.

Owns success – Takes responsibility for the successful delivery of the solutions.

Strong desire to improve upon their skills in software development, frameworks, and technologies

Don’t meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

Who are we? 

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 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.

What makes Gartner a great place to work? 

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

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 the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer? 

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.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

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