Job Description

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 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:

• 8–12+ years of IT experience with 5+ years in Service Desk / Deskside operations.

• Strong knowledge of ITIL processes and end-user support frameworks.

• Hands-on experience with ITSM tools (ServiceNow, Remedy, etc.).

• Strong understanding of Windows OS, hardware, printers, peripherals, and mobility devices.

• Lead and manage 24×7 Service Desk operations (voice, email, portal, chat).

Preferred Skills and Experience:

• Bachelor’s degree in Computer Science, Information Technology, or related technical field

• Experience in airport / large infrastructure / 24×7 operations.

• Knowledge of O365 end-user support, VPN, endpoint security.

• Experience handling VIP/VVIP users and critical operations.

• Exposure to ISO-Audit and compliance requirements.

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.