Manager, Software Engineer – Remote Desktop Support

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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 in a fast-paced, 24/7 environment • Maintain strong relationships with stakeholders and produce executive-facing reports and dashboards • Leverage ServiceNow ITSM and analytics tools for incident, problem, change, and asset management • Implement and support security solutions (VPN, Zscaler, Okta MFA, Nexthink) • Drive automation and AI initiatives to streamline IT processes • Lead root cause analysis and resolve high-severity incidents • Communicate effectively with stakeholders through meetings and reports • Conduct deep dives, summarize findings, and articulate operational impacts, risks, and remediation plans.

🎯 Requirements

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

🏖️ 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.