Lead Service Desk

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

As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

What You do

• Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes.
• You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs.
• You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations.
• You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of - and taking action on the problem.
• If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

Key Responsibilities

• Lead end-to-end Global Service Desk operations

and ensure delivery of agreed service outcomes.

• Manage incidents, service requests, calls, chats, and ticket queues effectively.
• Drive

, timely ticket acknowledgements, resolutions, and backlog reduction.

• Ensure optimal staffing, workload balancing, and smooth shift handovers across teams.
• Provide leadership, coaching, and day-to-day guidance to Service Desk Analysts.
• Act as the primary escalation point for operational, technical, and customer issues.
• Support onboarding, training, capability development, and performance management of team members.
• Lead resolution of high-priority and escalated incidents.

Your Future at Kyndryl Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond - taking your future to the next level. With Kyndryl, the sky's the limit.

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 Technical and professional Experience:

• 15+ yrs Strong experience in Service Desk Operations

or

.

• Hands-on knowledge of

.

• Expertise in

.

• Experience working with

.

• Ability to manage SLA/KPI-driven service environments.
• Strong stakeholder and customer management skills.
• Experience handling escalations and critical incidents.
• Ability to work in a fast-paced, 24x7 support environment.

• ITIL Foundation or advanced ITIL certification.
• Experience managing global or multi-region service desk teams.
• Exposure to vendor management and cross-functional support teams.
• Knowledge of workforce planning and resource management.
• Experience in continuous service improvement initiatives.
• Understanding of customer experience (CX) and CSAT improvement programs..
• Exposure to dashboard creation and KPI reporting tools.