Job Description & How to Apply Below
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
Join our team of client-facing tech enthusiasts dedicated to delivering hands-on support and maintaining client systems for a diverse range of end users, including executive support. As Service Desk & Deskside Lead, you're not just a problem solver - you're a technology hero.
Picture yourself in a role where you're the go-to expert for testing and troubleshooting, playing a crucial part in identifying and resolving issues with software upgrades, system images, and cutting-edge hardware deployments. Your expertise will be invaluable as you tackle hardware and software dilemmas across a multitude of device types, both on-site and through remote support.
Showcasing your knowledge of popular operating systems and applications, you'll make technology hiccups disappear with ease. In this role, you'll be part of a vibrant ecosystem, collaborating with other internal teams at Kyndryl as well as our esteemed alliance partners, such as Microsoft.
At Kyndryl, we're all about progress, and you'll be right at the forefront, recognizing opportunities for modernization and automation within your realm. You're empowered to bring your creative side by presenting innovative ideas that not only enhance the end-user experience but also drive cost savings. Our customers' satisfaction is paramount, and you'll play a pivotal role in achieving it by ensuring we meet XLA and SLA targets.
If you're someone who thrives on teamwork and embraces the ever-evolving tech landscape, you'll love being part of a team focused on deploying the latest and greatest in technology. Join us as Deskside Support, where every day is a tech adventure, and you're the hero who keeps the digital world spinning smoothly. Your journey begins here.
Key Responsibilities
Ensure incident, request, and escalation management in line with ITIL processes.
Monitor and improve SLA, CSAT, FCR, backlog, and aging tickets.
Act as escalation point for major incidents impacting end-user services.
Coordinate with resolver groups (Network, Server, O365, Security, Application teams).
Deskside / Field Support Operations, Governance & Process, Team Leadership.
Own Deskside support operations across offices, DCs, terminal buildings, and remote locations.
Manage IMACD activities (Install, Move, Add, Change, Dispose).
Ensure timely resolution of VIP/VVIP user issues.
Oversee hardware break-fix, warranty coordination, and spares management.
Implement and govern ITIL-based processes (Incident, Request, Problem, Change).
Maintain shift-wise handover, daily plans, and operational checklists.
Drive RCA and CAPA for recurring incidents and service failures.
Manage change freezes and business-critical periods.
Lead, mentor, and manage Service Desk and Deskside engineers.
Define rosters, shifts, leave planning, and backup coverage.
Conduct performance reviews, training, and skill upgradation.
Build a high-performing, customer-focused support culture.
Act as primary SPOC for end-user support services.
Interface with customers, facilities, security, HR, and vendors.
Manage OEMs and service providers for end-user devices and peripherals & Stakeholder & Vendor Management.
Provide weekly/monthly service reports and dashboards.
Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. Whether you want to explore opportunities such as Service Delivery Management, Workplace Modernisation or Workplace Virtualization - Kyndryl is dedicated to your professional journey.
Who You Are
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…
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