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Gartner

Manager – Remote Desktop Support, Nexthink

Gartner

RDS Manager with expertise in technical services delivery and team management at Gartner. Responsible for overseeing IT operations and enhancing user experiences across platforms while ensuring high availability.

Posted 7/29/2026full-timeRemote • 🇮🇳 IndiaSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing technical support teams in a 24/7 environment, leveraging ServiceNow ITSM for incident and asset management, and implementing security solutions. Proven ability to drive automation initiatives and effectively communicate with stakeholders during high-severity incidents.

Highest-signal resume keywords
ServiceNow ITSMTeam LeadershipIncident ManagementSecurity Solutions ImplementationSLA Performance Tracking

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportIncident TriageChange ManagementProblem ManagementAsset ManagementNetwork FundamentalsInfrastructure FundamentalsAutomationAI InitiativesSLA Management
Soft Skills
CommunicationMotivationStakeholder Engagement
Tools & Technologies
ServiceNow ITSMVPNZscalerOkta MFANexthink
Industry Keywords
24/7 SupportHigh-Severity IncidentsFast-Paced EnvironmentDigital SecurityTechnical Discipline

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Serve as the 24x7 escalation point for technical support.
  • Manage and motivate a dynamic team in a fast-paced, 24/7 environment.
  • Leverage ServiceNow ITSM and analytics tools for incident, problem, change, and asset management.
  • Implement and support security solutions to ensure secure and efficient digital experiences.
  • Drive automation and AI initiatives to streamline IT processes.
  • Lead root cause analysis, resolve high-severity incidents, and communicate effectively with stakeholders.

Requirements

What you’ll need
  • 8-10 years of experience in the industry and with at least 1-2 years leading a team.
  • 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.
  • Expertise in triaging high-severity incidents/tickets, meeting SLA targets, and actively tracking/reporting SLA performance.
  • Solid network and infrastructure fundamentals.
  • Fluent in English (written and spoken).

Benefits

Comp & perks
  • 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.