Service Desk Support Professional

Job Summary

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.

Responsibilities

• 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.

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.
• Bachelors degree in related technical field or equivalent practical experience
• Experience with an ITIL driven service organization
• Six Sigma, PMP, and/or ITIL certifications

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.