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.

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 .

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.

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 –