Service Desk Support

Overview

Lead a squad of technical professionals in delivering end-to-end technology services, acting as a facilitator of agile practices to optimize workflows and remove obstacles to squad performance.

What you'll 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.
• Facilitate the smooth transfer of knowledge to the entire team.
• Conduct assessments to identify the specific needs and challenges the team faces during the transition.
• Develop and deliver training programs to equip individuals with the necessary skills and knowledge for their new roles.

What you'll need

• 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).

Nice to have

• 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.

Details

• Location: Bangalore, Karnataka, India.
• Open for tenured Band 5, Band 6A open for lateral movement, tenured Band 6A and Band 6B open for lateral movement.
• Hybrid-friendly culture.