Service Desk Support

Overview

Lead a squad of technical service professionals to deliver end-to-end services, optimizing agile workflows and driving high-quality, customer-focused outcomes.

What you'll do

• Partner with Delivery Managers to align customer service priorities with operational and business objectives.
• Develop a strong understanding of customer industries, business needs, and desired outcomes to ensure effective service delivery.
• Leverage Kyndryl Bridge insights and data-driven recommendations to improve service performance and stability.
• Lead the troubleshooting and resolution of complex technical and service-related issues as the primary technical resource.
• Manage squad workloads and priorities to ensure alignment with business goals, customer expectations, and SLAs.
• Build and maintain strong relationships with client stakeholders through effective communication, collaboration, and project updates.
• Coach, mentor, and support squad members through feedback, training, and knowledge-sharing initiatives.
• Drive cross-functional service improvement projects by collaborating with multiple teams and agile squads to meet evolving customer needs.
• Utilize data, AI-driven insights, and platform modernization best practices to deliver innovative solutions and continuous service improvements.

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).
• 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.

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

• This position is open for tenured Band 5, Band 6A open for lateral movement, tenured Band 6A and Band 6B open for lateral movement.
• Hybrid-friendly work environment.