Technical Support

Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The Role 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. 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. 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: Team Leadership & Supervision: Lead and manage the IT service desk team, ensuring they are motivated, productive, and deliver exceptional service. Conduct regular performance reviews, coaching sessions, and training for team members to foster growth and continuous improvement. Develop and maintain a service-oriented culture within the team, ensuring that end-users receive effective and efficient support. Manage the team’s schedules, work assignments, and ensure coverage for business hours and after-hours support if applicable. Incident & Request Management: Oversee the incident and request management processes to ensure issues are logged, prioritized, and resolved in a timely and efficient manner. Act as a point of escalation for complex or high-priority incidents, ensuring issues are resolved promptly and escalated appropriately. Ensure adherence to Service Level Agreements (SLAs) and that service desk tickets are tracked and managed according to established standards. Service Level & Performance Management: Define, monitor, and report on KPIs and SLAs to ensure service desk performance meets organizational expectations. Analyze service desk metrics and trends to identify areas for improvement and implement corrective actions as necessary. Regularly review and refine the SLA framework to ensure it meets both the business and customer expectations. Process Improvement & Quality Assurance: Continuously assess and improve service desk processes, ensuring they align with best practices and enhance service quality. Drive process optimization initiatives, leveraging ITIL (Information Technology Infrastructure Library) or other industry standards to standardize and streamline operations. Implement and manage a knowledge management system to empower end-users with self-service resources and to reduce the volume of repetitive requests. Customer Service & Communication: Ensure the service desk provides excellent customer service, addressing user issues professionally, empathetically, and efficiently. Communicate effectively with end-users to provide updates on incidents and requests, ensuring they are informed throughout the resolution process. Regularly survey end-users to gather feedback and ensure customer satisfaction with the service desk's performance. Collaboration & Stakeholder Management: Work closely with other IT teams (e.g., Infrastructure, Network, Applications, Security) to ensure proper incident resolution and continuous improvement in service delivery. Liaise with senior management and other business units to align IT service desk priorities with organizational needs and initiatives. Prepare and deliver regular reports on service desk performance, trends, and operational improvements to key stakeholders. Technology & Tools Management: Oversee the administration of the IT service management (ITSM) platform and related tools, ensuring efficient ticket tracking and reporting. Ensure the service desk team is trained on the proper use of ITSM tools and other relevant technologies. 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 Expertise Bachelor's degree in Computer Science, Information Technology, or a related field (preferred). Minimum of 10 years of experience in IT support or service desk operations, with at least 2 years in a managerial role. Proven experience with IT service management, including incident management, request fulfillment, and service desk operations Strong knowledge of IT service management frameworks (e.g., ITIL). Experience with ITSM tools such as ServiceNow, JIRA Service Desk, FreshService, or similar platforms. Good understanding of IT infrastructure, desktop environments, network systems, and troubleshooting methodologies. Familiarity with a range of operating systems (Windows, macOS, Linux) and office productivity software (e.g., Microsoft 365, Google Workspace). Strong analytical and problem-solving abilities with a focus on continuous improvement. Exceptional customer service skills and a commitment to resolving issues in a timely and effective manner. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Strong organizational skills, with the ability to manage resources, tasks, and performance. Preferred Technical and Professional Experience ITIL Foundation Certification (or higher). HDI Service Desk Manager Certification. Microsoft Certified: Azure Fundamentals or other relevant technical certifications. CompTIA A+, Network+, or other IT support certifications. Being You Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way. What You Can Expect With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed. 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. We’re glad you’re here. Take a look around at the many exciting career opportunities we have available and apply today! Can’t find a suitable job opening? Drop off your CV/Resume Drop off your CV/Resume and a Recruiter will reach out with related career information that match your experience and expertise. Sign up for Job Alerts Create your account and then sign up for job alerts. When new jobs become available that meet your criteria, you’ll be alerted right away! At Kyndryl, curiosity is at the core of innovation. It fuels the most vital need inside us—the need to progress. To be a Kyndryl means standing up for Progress and going all in, fully committing to our customers and their progress. As we grow, our curiosity opens new worlds, new ways of thinking and solving problems. It helps us in our career and to find joy in our work. What sparks your curiosity?