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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. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional ser...
Job description
About The Role
The Site Manager provides second level support to identify and solve technical issues escalated by the Help Desk 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. The Site Manager will also provide technical expertise on projects, site visits and Gartner Events support as well as mentoring and providing an escalation point to Technical Support Specialists. In addition, the Site Manager may be required to provide Systems, Telecoms and Real Estate Operations support for a specific office location.
What You’ll Do -
- 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.
- Escalated (level 2) technical support: Provides advanced technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.
- Remote office visits (when required): Provides onsite support in remote office locations including resolving technical issues and building rapport with associates.
- Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.
- Participate in development and implementation of support processes including New Hire process, Tech Orientations, VM Builds, etc.
- Events & Symposiums: To ensure Gartner delivers world class events to our clients, liaise with ITIO Event Manager and Events staff and/or lead WWTS members at Symposium as the escalation point for all WWTS related issues onsite to provide technology services and support to associates and clients.
- Projects: Work on additional project work when required. Act as project lead on certain projects.
- 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.
- Subject Matter Expert support: Build knowledge in specialized subjects to provide guidance and become an escalation point for the Technical Support Specialists.
- Provides mentoring to Technical Support Specialists on all aspects of support
Impact of Role: Expected results
- Successful delivery of IT services within defined SLA’s to associates in support of the operation of Gartner’s business.
- Service levels are adhered to and department goals are followed.
- Accurate technical documentation, policies, and processes are updated
Relationships: Internal/External
Internal: Associates, IT peers, including management, Data Center System Engineers and Apps Dev leads, Project Management team, GREO, Gartner Clients at Events and Executive Briefings
What You’ll Need -
- 4+ years’ experience in a technical support role
- A+ Certification
- Understands networking concepts; servers; LANs/WANs
- Experience using help desk call logging system
- Experience with standard Microsoft products and platforms
- Very Good problem solving skills
- Good communicator, able to deal independently with staff at all levels in the organization including senior executives (verbal and written)
- Excellent customer service skill
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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