Service Desk Support

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Your Role Are you ready to lead and inspire a team of talented professionals towards delivering services that make a real impact? As a Services Delivery Team Lead at Kyndryl, you’ll have the opportunity to take the lead in guiding our squads towards delivering exceptional end-to-end services. As a facilitator of agile practices, you'll be instrumental in optimizing workflows, identifying bottlenecks, and eliminating obstacles to supercharge squad performance. Armed with your deep technical expertise, you'll champion high-quality deliverables throughout the technical services lifecycle, not only meeting but exceeding our customer business needs. What You Will Do Develop a strong understanding of customer industries and how technology solutions support their desired outcomes. Partner with Delivery Managers to align service delivery with customer business objectives and priorities. Leverage Kyndryl Bridge insights and data-driven recommendations to improve service stability and performance. Lead the troubleshooting and resolution of complex technical and service-related issues. Manage squad workloads and priorities to ensure alignment with business goals, SLAs, and operational demands. Build and maintain strong relationships with client stakeholders through effective communication and project coordination. Coach, mentor, and provide constructive feedback to squad members to support their growth and development. Represent the team in client meetings, user groups, and leadership forums, navigating complex situations effectively. Drive cross-functional service improvement initiatives by collaborating with multiple teams and agile delivery squads. Establish and achieve team performance targets while monitoring service quality, business metrics, and SLA compliance. Utilize data, AI, and platform management best practices to deliver modernization initiatives, knowledge transfer, and continuous service improvement. Your Future at Kyndryl Kyndryl has a global footprint, which means that as a technical leader at Kyndryl, you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential – offering a wide range of professional and personal growth opportunities that you won’t find anywhere else. Who You Are You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Skills and Experience Proven experience leading technical team(s) through incident, problem and change management, as well as root cause analysis 4.5+ years of Service Desk Operations & Training experience Ability to effectively communicate with both technical and customer stakeholders Industry recognized certifications in the aligned supporting area (e.g., CompTia A+, ITIL, SDA, SDM, Public/Private Cloud, Mainframe etc.) Must be fluent in English language(s) Facilitating the smooth transfer of knowledge to the entire team. Conduct assessments to identify the specific needs and challenges the team face during the transition Develop and deliver training programs to equip individuals with the necessary skills and knowledge for their new roles. Preferred Skills and Experience This position is open for tenured Band 5, Band 6A open for lateral movement, tenured Band 6A and Band 6B open for lateral movement. Bachelor's degree in related technical field or equivalent practical experience Experience with an ITIL driven service organization Six Sigma, PMP, and/or ITIL certifications Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose.  We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.