Job Posting Title:

Regional Manager - Technical Support

About Gartner IT:

Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

About the role:

Manages a team of Technical support specialists that provide second level support to identify and solve technical issues to meet Gartner standards and SLA's for all Gartner Associates (in local and regional Gartner offices or working remotely), as well as support for complex technical issues for a region. The Regional Manager also provides technical expertise and resources for projects, site visits and Gartner Events support as well as mentoring and providing an escalation point to Technical Support Specialists. In addition, may be required to provide Systems, Telecoms and Real Estate Operations support for specific office locations.

What you will do:

• Manages a team delivering escalated (level 2) technical support for a region: Provides advanced technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational.

• Recruit, train, support & mentor the regional team

• Ensures Asset Management is accurately maintained

• Actively participates in development and implementation of support processes & best practices and ensures they are followed.

• Act as project lead on certain projects, ensuring they are delivered on time

• Ensure the team are resourced correctly and supporting associates proactively e.g. Support Lounge, training, tech orientations etc.

• Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvements. Act as an escalation point to Technical Support Specialists locally or regionally.

• Management of Real Estate Operations: When requested ensure that occupancy data is maintained, relocations, office moves and restacks are completed on time and within budget with good feedback from associates.

• Management of support provided for Systems & Telecom if needed.

What you will need:

Strong IT professional with 8 years of experience in Customer Support and IT operation Support working in with a no-limit mindset. The candidate should have strong qualitative and quantitative problem-solving skills along with high ownership, responsibility, and accountability.

Must have:

• Experience in mentoring and/or managing IT teams & projects across multiple sites

• Pursues excellence in all aspects of business

• Possesses the expert knowledge to identify opportunities for change and the ability to convey the need for change

• Bachelor's degree or foreign equivalent degree in Computer Science or a related field required

• Buillt expert knowledge in our industry and easily conveys knowledge to others

• Evokes creative and innovative thinking from team members while helping their ideas and career plans to fruition

• Helped determine new creative ways to employ teams on projects and distribute responsibilities

• Shared lessons learned and best practices

Don't meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

What you will get:

• Competitive compensation.

• Limitless growth and learning opportunities.

• Ongoing mentorship and apprenticeship; Leadership courses, development programs, technical courses, certification opportunities and more!

• A collaborative and positive culture - join a diverse team of professionals that are as smart and driven as you.

• A chance to make an impact - your work will contribute directly to our strategy.

• A hybrid work environment-enjoy the flexibility of working from home and the energy of collaborating with peers in our dynamic offices.

• 20+ PTO days plus holidays and floating holidays in your first year.

• Extensive medical, dental insurance and vision plan.

• 401K with corporate match, immediate vesting.

• Health-and-wellness-related allowance programs.

• Parental leave.

• Tuition reimbursement.

• Employee Stock Purchase Plan.

• Employee Assistance Program.

• Gartner Gives Charity Match.
  And much more!

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 insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we've grown to more than 20,000 associates globally who support ~15,000 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 sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. 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.

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.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

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