Manager - Remote Desktop Support

About Gartner:

Gartner, Inc. (NYSE: IT) is the world’s 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 www.gartner.comto learn more.

About this role:

The RDS Manager role is an associate facing role, focused on service delivery, 24x7 escalating handling and operational leadership. This role is accountable for ensuring high availability, security, optimal user experience and team management. This position is responsible for exceptional technical services delivery to our associates. Key responsibilities would involve handling and managing escalations from the associates and work towards process deficiencies or improvements when identified. This role is also associate facing hence requiring some level of empathy and 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 environment, maintaining strong relationships with stakeholders and producing executive-facing reports and dashboards.

• Leverage ServiceNow ITSM and analytics tools (including PowerBI) for incident, problem, change, and asset management, optimizing workflows and driving data-driven improvements. 

• Implement and support security solutions (VPN, Zscaler, Okta MFA, 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, and team 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:

• 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, 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, and maintaining a solution-oriented approach under pressure. 

• Solid network 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 relationship‑building 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, we’ve grown to 20,000 associates globally who support over 13,000 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 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, you’ll 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. You’ll 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.

It’s 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 that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s 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 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.

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