Help Desk Manager

**About Gartner IT**:
Join a world-class team of skilled IT Operation Support Professionals who build the first line of attack for our associates for any of their IT related Support requests or issues and at the same time act as the first line of defense for tier 3 Technical Teams to give them cover for consequences resulted from new upgrades and technology push in the IT environment. We make a broad organizational impact by delivering cutting-edge technology solutions that power our Associates to achieve our common goal with great efficiency and success. 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**:
Gartner is looking for a well-rounded and motivated Helpdesk Manager to join its HelpDesk (Tier 1) support team which is responsible for building Trust as Business Enabling Partner that Delivers World Class Customer Support Experience.

**What you will do**:

- Manage shifts and ensure shifts have adequate coverage all the time to support operations, providing timely and accurate customer support with treating all customers with courtesy and professionalism.
- Recruit, train, and support help desk agents, ensure they follow the best practices, evaluate performance against the quality parameters
- Improvement measure internally and with other BUs based on Customer and Peer Feedbacks with developing mechanism to provide productivity report, also act as first point of escalation from business and internal teams
- Ensure everyone on shift Log all phone calls, and chats, in our Ticketing tool, updating with relevant information, and escalating as necessary within SLAs and to Gartner standards with Timely follow ups.
- Knowledge Base - Provide first-line troubleshooting and resolutions upon initial contact, using our internal knowledgebase & various tools, and ensure we keep our First contact resolution high as possible with an up to date knowledge base.
- Meet or exceed all Help Desk metrics and process requirements - Ticket management protocols, time tracking, communication requirements, etc with showcasing our cultural values all the time.
- Liaise with IT colleagues Tier 2 and Tier 3 IT teams, other Business units, and peers whenever needed to ensure you do the right thing always,

**What you will need**:
**Must have**:

- 2+ years experience in a management role within IT support function with Excellent leadership and people management skills having a Customer-service oriented problem-solving attitude
- Degree in Bachelor of Science/ Technology, ITIL Certified with Strong Knowledge of ITSM
- Able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization, keeping all documentation of Policies and Processes up to date
- Solid technical background with an ability to give instructions to a non-technical audience and a Solid experience with Help Desk ticketing tools, remote control tools, and Contact Center and Chat Tools
- Passionate about customer support with Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization.
- Capable of working 24 X 7 X 365 in a rotational shift environment with adjusting work schedule sometimes based on need

**Who you are**
- Bachelor’s degree or foreign equivalent degree in Computer Science or a related field required
- Excellent leadership and people management skills.
- Excellent communication and prioritization skills.
- Able to work independently or within a team proactively in a fast-paced demanding 24X7 environment.
- Owns success - Takes responsibility for the successful delivery of the solutions.
- Strong desire to improve upon their skills in software development, frameworks, and technologies

**What you’ll get**:

- Competitive Compensation Packages
- 23 days annual holiday, and additional days off for your birthday, 24th & 31st of December.
- Private Medical and Dental Care.
- Life and Disability Insurance.
- Public Transport Subsidy.
- Ticket Restaurant Card.
- Childcare Vouchers (Ticket Guarderia).
- IncentiFit - annual reimbursement for health-and-wellness-related activities.
- Spanish lessons.
- Pension Scheme.
- Tuition Reimbursement.
- Employee Stock Purchase Plan.
- Employee Assistance Program.
- Gartner Gives Charity Match.
- Relocation Assistance - a specialist to help you with all the appointments and paperwork.

**PLEASE NOTE**:

- Applications must be submitted in English.
- A valid EU visa/passport is required for this position.

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

Since our founding in 1979, we’v