Manager Software Engineer- Remote Desktop Support

About Gartner:

Gartner Inc. (NYSE: IT) is the worlds leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions every day. We work with every client to research analyse and interpret the business of IT within the context of their individual role. Founded in 1979 Gartner is headquartered in Stamford Connecticut U.S.A. - Visit learn more.

About this role:

The RDSManagerrole is an associate facing role focused on service delivery 24x7 escalatinghandlingand operational role is accountable for ensuring high availability securityoptimaluserexperienceand team positionis responsible forexceptional technical services delivery to our associates. Key responsibilities would involve handling and managing escalations from the associates and work towards process deficiencies or improvements whenidentified. This role is also associate facinghence requiring some level of empathyand excelling in operational leadership.

What you will do:

• Serve as the 24x7 escalation point for technical support managing IT operations across Windows and Mac platforms and ensuring rapid issue resolution.

• Manage and motivate a dynamic team in a fast-paced 24/7 environmentmaintainingstrong relationships with stakeholders and producing executive-facing reports and dashboards.

• Leverage ServiceNow ITSM and analytics tools (includingPowerBI) for incident problem change and asset managementoptimizingworkflows and driving data-driven improvements.

• Implement and support security solutions (VPN Zscaler OktaMFA Nexthink) to ensure secure and efficient digital experiences.

• Drive automation and AI initiatives to streamline IT processes reduce manual tasks and enhance service delivery.

• Lead root cause analysis resolve high-severity incidents and communicate effectively with stakeholders through meetings and reports.

• Excellent stakeholder communication (face-to-face verbal written) ability to conduct deep dives summarize findings and articulate operational impacts risks and remediation plans.

• Strong judgment accountability problem-solving risk assessment customer-centric thinking and ability to resolve conflicts calmly.

• Experience working within Global Capability Centers or multi-national hubs collaborating effectively across North America EMEA and APAC time zones; highly organized proactive adaptable andteam oriented.

What you will need:

8-10 years of experience in the industry and with atleast 1-2 years leading a team of dynamic individuals along with timely coaching and mentoring.

Must have:

• Bachelors degree required; Engineering or relevant technical discipline preferred.

• Strongexpertisein Microsoftand Mac platforms.

• Proficiencyin ServiceNow ITSM IT Asset Management and tools like VPN Zscaler Okta MFA Nexthink; skilled in creating/interpreting reports and dashboards (ServiceNow/PowerBI).

• Expertisein triaging high-severity incidents/tickets meeting SLA targets and actively tracking/reporting SLA performance; strong analytics and data-driven decision-making.

• Demonstrated leadership in managing dynamic teams in 24/7 shift environments driving continuous improvement change management andmaintaininga solution-oriented approach under pressure.

• Solidnetwork and infrastructure fundamentals understanding the impact of Wi-Fi VPN Proxy and ISP performance on remote/hybrid workforce experiences.

• Collaborative leadership and cross-functional influence within matrixed organizations driving experience-based improvements across Network Security and Engineering teams.

Who you are:

• Fluent in English (written and spoken) with confidence engaging senior leadership and executive stakeholders Able to work independently or within a team proactively in a fast-paced environment.

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

• Ardent desire to improve upon their skills in associate experience IT support frameworks and technologies.

• Strong stakeholder management mediation and relationshipbuilding skills across technology and business teams

What we offer:

In addition to an outstanding work environment with rapid advancement potential Gartner associates enjoy exceptional compensation and benefits including:

An upbeat positive culture. Integrity objectivity collaboration results and a no-limits mind-set are central to our values.

Limitless growth. We work with you to help you meet your goals and advance within the company. Encouragement to be innovative and challenge status quo. Exposure to industry leading training and development. Performance-based recognition and rewards.

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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 business and technology insights helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979 weve grown to 20000 associates globally who support over 13000 client enterprises in 90 countries and territories. We do important interesting and substantive work that matters. Thats 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 vast virtually untapped market potential offers limitless opportunities opportunities that may not even exist right now for you to grow professionally and flourish personally. 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.

Gartner is the world authority on AI

At Gartner youll join a company at the very center of the AI revolution. Gartner has proactive objective guidance throughout clients AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. Youll have access to unmatched resources expertise and technology and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

Its an exciting time to be at Gartner with limitless opportunities to make a real impact grow your skills and build a lasting meaningful career in a field thats reshaping the way we operate. If youre passionate about AI and want to be part of a team thats guiding the leaders who shape the world Gartner is the place for you.

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 its 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.

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