Lead, Customer Service

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

As a Team Leader, you will need 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 life-cycle, not only meeting but exceeding our customer business needs.

Key Responsibilities

You will act as a representative of CIO Technical Operations, possessing a comprehensive understanding of its services for both the CIO and Kyndryl. Additionally, you will coordinate activities between on-site and off-site technical teams, ensuring effective collaboration and seamless integration across all support functions.

It is expected that you will work with multiple stakeholders, including the Internal clients & technical support teams, utilizing your natural enthusiasm, positive can-do attitude and strong customer facing skills to build connections and trust with Kyndryl's.

You will be able to lead discussions on technical topics, and apply a great customer led delivery style with your technical and client facing skills. Coaching and mentoring our teams and our Kyndryl employees to ensure a more proactive, self-learn attitude towards our working environment. This role will be delivered around the globe, and you will be able to team with like-minded professional engineers, to deliver a positive and consistent experience for all Kyndryl's.

As the go-to technical resource, you'll take the lead in troubleshooting and resolving complex service-related issues while ensuring that squad workloads align with business priorities. Your ability to communicate effectively will be crucial as you engage with client stakeholders, maintain synchronization on project progress, and provide valuable feedback to help squad members grow. You'll represent the team at user group meetings, leadership gatherings, and client interactions, deftly navigating complex scenarios as they arise.

Your future at Kyndryl
This is a true start here, go anywhere opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

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/support team(s) through incident, problem and change

- management, as well as root cause analysis

- 5 years of technical resolution and support

- Ability to effectively communicate with both technical and customer stakeholders

- Industry recognized certifications in the aligned supporting area (e.g., Azure)

- Asset Management Expertise: Demonstrated proficiency in asset tagging, verification, and inventory manageme

- Active listener with flexibility to modify approach and adapt to customer needs

Preferred Skills and Experience

- Bachelor's degree in related technical field or equivalent practical experience

- Experience with an ITIL driven service organization

- Asset Management and Logistics experience

- Experience modifying approaches and adapting to customer needs

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 learningprograms give you access to the best learning in the industry to receive certifications, includingMicrosoft, 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.