Service Desk Support

Kyndryl; Karnataka; Hybrid; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Be Well programs

Hybrid-friendly culture

Job summary

Kyndryl is seeking a Services Delivery Team Lead in India to guide squads in delivering end-to-end services, optimize agile workflows, and champion high-quality outcomes across the service lifecycle.

You will coordinate with Delivery Managers, understand customer needs, and drive improvements using data-driven insights and modern platform practices. Strong leadership and English proficiency are essential.

Qualifications

• Proven experience leading technical team(s) through incident, problem and change management and root cause analysis.
• 4.5+ years of Service Desk Operations & Training experience.
• Fluent in English.
• Industry certifications in ITIL, CompTIA A+, SDA, SDM, Public/Private Cloud, Mainframe, etc.

Responsibilities

• Partner with Delivery Managers to align customer service priorities with operational and business objectives.
• Develop understanding of customer industries and desired outcomes to ensure effective service delivery.
• Leverage data-driven insights to improve service performance and stability.
• Lead troubleshooting and resolution of complex technical and service-related issues as the primary technical resource.
• Manage squad workloads and priorities to meet SLAs and customer expectations.
• Build relationships with client stakeholders through effective communication and updates.
• Coach and mentor squad members through training and knowledge-sharing initiatives.
• Drive cross-functional service improvement projects with multiple teams and agile squads.
• Utilize platform modernization best practices to deliver innovative solutions and continuous service improvements.

Skills

Team leadership

Incident management

Problem management

Change management

Root cause analysis

Service Desk Operations

Training & coaching

English fluency

Stakeholder communication

Data-driven decision making

Education

Bachelor's degree in related technical field

ITIL certifications (e.g., ITIL, Six Sigma, PMP)

PMP

Six Sigma

Job description

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well‑being is prioritized and your potential can thrive.

The Role

Your Role 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.

What You Will Do

• 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.

Your Future at Kyndryl

Kyndryl has a global footprint, which means that as a technical leader at Kyndryl, you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential – offering a wide range of professional and personal growth opportunities that you won’t find anywhere else.

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

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring.

What You Can Expect

• Your career with us isn’t just a job—it’s an adventure with purpose.
• We offer a dynamic, hybrid-friendly culture that supports your well‑being and empowers you to grow.
• Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.
• From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day.
• You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
• We’re here to champion your journey.
• With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve.
• You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting‑edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands‑on experiences.
• And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that.

At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.