Technical Practice Specialist

Descripción

Resumen del Puesto: Rol clave para gestionar y liderar el equipo de CAU y soporte técnico al Call Center, asegurando un servicio eficiente y de calidad desde la sede del cliente. Puntos Destacados: 1. Gestiona y lidera equipos de CAU y soporte técnico. 2. Asegura el cumplimiento de SLAs y estándares ITIL. 3. Impulsa mejoras continuas del 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** Rol clave encargado de **gestionar y liderar el equipo de CAU** y el **soporte técnico al Call Center** , asegurando un servicio eficiente y de calidad desde la sede del cliente. Actúa como principal interlocutor operativo, supervisa la atención a usuarios, coordina la resolución de incidencias y garantiza el cumplimiento de SLAs y estándares ITIL. **Responsabilidades principales:** * Dirigir y coordinar el equipo de CAU y soporte a Call Center. * Asegurar la correcta atención de incidencias, peticiones y consultas del puesto de trabajo digital. * Velar por el cumplimiento de KPIs y SLAs del servicio. * Interactuar con el cliente, gestionar expectativas y reportar métricas. * Impulsar mejoras continuas y la evolución del Digital Workplace. **Who You Are** * Experiencia en gestión de equipos de soporte (CAU/Service Desk). * Conocimiento de entornos Digital Workplace y herramientas de ticketing. * Familiaridad con ITIL. * Capacidades de liderazgo, comunicación y orientación al cliente * Conocimientos de Digital Workplace: Windows, O365/M365, dispositivos, herramientas de colaboración. * Experiencia con herramientas de ticketing (ServiceNow, Remedy, GLPI u otras). * Familiaridad con procedimientos de gestión de incidencias, problemas y cambios. **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.