Team Leader, Customer Service

Lead, Customer Service

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

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

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.

Experience Level

Senior Level