DWS Site Lead
Who We Are
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
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 Deskside Support, 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.
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
Key Responsibilities:
Service Delivery & Operational Leadership
Lead day-to-day Deskside Support operations, ensuring timely incident resolution and service request fulfilment.
Drive achievement of key operational metrics, including SLA compliance, MTTR, ticket quality, ticket reopens, TCSAT scores, and security compliance targets.
Ensure adherence to ITSM processes, service standards, and operational governance requirements.
Maintain adequate shift coverage and resource allocation to support business requirements in a 24x7 environment.
Service Quality & Continuous Improvement
Ensure high standards of ticket hygiene, including accurate prioritization, categorization, status management, documentation, and resolution quality.
Analyze service trends and performance metrics to identify opportunities for improving productivity, reducing ticket volumes, lowering MTTR, and enhancing user experience.
Investigate negative customer feedback and implement corrective actions to improve customer satisfaction.
Drive continuous improvement initiatives focused on service excellence and operational efficiency.
Asset & Workplace Technology Management
Oversee end-to-end asset lifecycle management, including asset requests, deliveries, inventory tracking, repairs, and disposal.
Ensure timely and accurate asset updates within ServiceNow and maintain audit-ready asset records.
Monitor asset stock levels and proactively escalate shortages to prevent operational impact.
Ensure asset stores are organized, controlled, and reconciled regularly.
Collaborate closely with asset management teams to ensure availability of configured devices supporting onboarding, business-as-usual operations, and refresh programs.
Team Leadership & Workforce Management
Lead, coach, and develop Deskside Support engineers to deliver exceptional customer service and operational performance.
Monitor attendance, productivity, and overall team effectiveness.
Provide regular performance feedback and drive individual improvement plans where required.
Ensure seamless onboarding and offboarding of support resources at the site.
Stakeholder Management
Serve as the primary operational contact for site-level service delivery matters.
Collaborate effectively with Service Delivery Managers, Asset Management teams, Hardware Support teams, and client stakeholders.
Proactively communicate operational risks, service issues, and improvement opportunities.
Key Success Measures
SLA & MTTR Achievement
Customer Satisfaction (TCSAT) Performance
Ticket Quality and Process Compliance
Reduction in Ticket Reopens and Backlogs
Asset Inventory Accuracy and Compliance
Team Productivity and Resource Utilization
Continuous Improvement and User Experience Outcomes
Preferred Qualifications
Experience leading Deskside Support, End User Computing, or Workplace Services teams in a 24x7 environment.
Strong understanding of ITSM/ITIL processes and ServiceNow.
Experience managing asset lifecycle and workplace technology operations.
Strong leadership, stakeholder management, analytical, and problem-solving skills.
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. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging - being a valued, respected, trusted member of the team - is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.
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. Ready to make an impact? Join us and help shape what’s next.
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.