Vice President, Associate Support & Digital Experience Greater New York City, NY Area

The Company is seeking a Vice President for Associate Support and Digital Experience. This senior leadership role is pivotal in overseeing the global end-user support for a large, distributed workforce. The successful candidate will be responsible for the 24/7 Global Service Desk operations, Level 2 support, and the digital employee experience. The role demands a relentless focus on making support faster, smarter, and more invisible, with a strong emphasis on reducing ticket volume, automating issue resolution, and proactively monitoring for potential problems. The ideal candidate will have a proven track record in leading large support organizations, driving automation, and improving digital employee experience. Key responsibilities for the Vice President include leading a team of over 80 professionals, setting and delivering on aggressive ticket reduction and automation agendas, and creating a culture of continuous improvement. The role also involves close collaboration with IT, real estate, and business stakeholders to ensure service excellence and operational efficiency. The candidate should have a strong background in ITIL/IT service management practices, experience with DEX tooling, and a deep understanding of modern end-user computing. Excellent communication, stakeholder management, and a results-oriented, strategic leadership approach are essential. A Bachelor's degree in a related field is required, with an advanced degree being a plus.

Hiring Company

Gartner