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Position Summary: A key role responsible for managing and leading the CAU and technical support team for the Call Center, ensuring efficient and high-quality service delivery from the client’s site. Key Highlights: 1. Manages and leads CAU and technical support teams. 2. Ensures compliance with SLAs and ITIL standards. 3. Drives continuous improvement of the Digital Workplace. **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** A key role responsible for **managing and leading the CAU team** and **technical support for the Call Center**, ensuring efficient and high-quality service delivery from the client’s site. Acts as the primary operational liaison, oversees user support, coordinates incident resolution, and ensures compliance with SLAs and ITIL standards. **Key Responsibilities:** * Lead and coordinate the CAU and Call Center support team. * Ensure proper handling of incidents, requests, and inquiries related to the Digital Workplace. * Monitor and ensure adherence to service KPIs and SLAs. * Interact with the client, manage expectations, and report metrics. * Drive continuous improvement and evolution of the Digital Workplace. **Who You Are** * Experience managing support teams (CAU/Service Desk). * Knowledge of Digital Workplace environments and ticketing tools. * Familiarity with ITIL. * Leadership, communication, and customer-oriented capabilities. * Digital Workplace knowledge: Windows, O365/M365, devices, collaboration tools. * Experience with ticketing tools (ServiceNow, Remedy, GLPI or others). * Familiarity with incident, problem, and change management processes. **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.
