Manager – Desktop Support

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🔥 11 minutes ago

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Gartner

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1979

🏢 Enterprise

Enterprise • Consulting • Research

Gartner is a global research and advisory firm providing expert analysis, bold ideas, and guidance to enterprise leaders and their teams. Gartner helps its clients succeed with mission-critical priorities by offering tailored services in client services, consulting, digital markets, executive advisory, finance, human resources, legal, marketing, products, research, sales, and technology. The company emphasizes its high-impact culture built on inclusivity and diversity, with a hybrid work model to foster global collaboration. Gartner also supports 40+ conferences and offers consulting strategies to optimize technology investments.

📋 Description

• Serve as the 24x7 escalation point for technical support. • Manage and motivate a dynamic team. • Leverage ServiceNow ITSM and analytics tools for incident management. • Implement and support security solutions. • Drive automation and AI initiatives to streamline IT processes. • Lead root cause analysis and resolve high-severity incidents. • Excellent stakeholder communication and relationship building.

🎯 Requirements

• 8-10 years of experience in the industry. • At least 1-2 years leading a team. • Bachelor’s degree required; Engineering or relevant technical discipline preferred. • Strong expertise in Microsoft and Mac platforms. • Proficiency in ServiceNow ITSM, IT Asset Management, VPN, Zscaler, Okta MFA, Nexthink. • Skilled in creating/interpreting reports and dashboards (ServiceNow/PowerBI). • Expertise in triaging high-severity incidents/tickets, meeting SLA targets. • Strong analytics and data-driven decision-making. • Demonstrated leadership in managing dynamic teams in 24/7 environments. • Solid network and infrastructure fundamentals.

🏖️ Benefits

• An upbeat, positive culture. • Integrity, objectivity, collaboration, results, and a no-limits mind-set are central to our values. • Limitless growth. • Encouragement to be innovative and challenge status quo. • Exposure to industry leading training and development. • Performance-based recognition and rewards.