Lead, Infrastructure Specialist

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Infrastructure Specialists at Kyndryl are project-based subject matter experts in all things infrastructure – good at providing analysis, documenting and diagraming work for hand-off, offering timely solutions, and generally “figuring it out.” This is a hands-on role where your feel for the interaction between a system and its environment will be invaluable to every one of your clients.

There are two halves to this role: First, contributing to current projects where you analyze problems and tech issues, offer solutions, and test, modify, automate, and integrate systems. And second, long-range strategic planning of IT infrastructure and operational execution. This role isn’t specific to any one platform, so you’ll need a good feel for all of them. And because of this, you’ll experience variety and growth at Kyndryl that you won’t find anywhere else.

You’ll be involved early to offer solutions, help decide whether something can be done, and identify the technical and timeline risks up front. This means dealing with both client expectations and internal challenges – in other words, there are plenty of opportunities to make a difference, and a lot of people will witness your contributions. In fact, a frequent sign of success for our Infrastructure Specialists is when clients come back to us and ask for the same person by name. That’s the kind of impact you can have

This is a project-based role where you’ll enjoy deep involvement throughout the lifespan of a project, as well as the chance to work closely with Architects, Technicians, and PMs. Whatever your current level of tech savvy or where you want your career to lead, you’ll find the right opportunities and a buddy to support your growth. Boredom? Trust us, that won’t be an issue.

Your future at Kyndryl There are lots of opportunities to gain certification and qualifications on the job, and you’ll continuously grow as a Cloud Hyperscaler. Many of our Infrastructure Specialists are on a path toward becoming either an Architect or Distinguished Engineer, and there are opportunities at every skill level to grow in either of these directions.

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 Technical and Professional Experience:

• Responsible for overseeing both the service desk and deskside support teams, ensuring efficient and effective technical support services for end-users and stakeholders. In addition to managing IT support operations, this role requires specialized expertise in PABX systems.

Team Leadership:

• Provide leadership, direction, and mentorship to both the service desk and deskside support teams.

• Conduct regular team meetings, performance evaluations, and coaching sessions to ensure high-performance standards.

• Foster a collaborative work environment that promotes teamwork, knowledge sharing, and continuous improvement.

Service Desk and Deskside Operations:

• Manage the day-to-day operations of the service desk and deskside support teams, ensuring timely resolution of support tickets and service requests.

• Monitor service desk metrics and KPIs, as well as deskside support activities, to evaluate performance and identify areas for improvement.

• Develop and implement standard operating procedures (SOPs) to streamline processes and enhance efficiency across both support channels.

Customer Relationship Management:

• Serve as the primary point of contact for escalated support issues and customer inquiries related to both service desk and deskside support.

• Proactively communicate with end-users and stakeholders to provide updates on service outages, maintenance activities, and resolution timelines.

• Gather feedback from customers to identify areas for service improvement and implement corrective actions.

PABX System Expertise:

• Serve as the SPOC for PABX-related inquiries and issues, collaborating with vendors and internal teams as needed.

• Develop and maintain documentation and training materials for PABX system users and support personnel.

Continuous Improvement:

• Drive continuous improvement initiatives across service desk, deskside support, and PABX system management areas.

• Identify opportunities for automation, process optimization, and technology enhancements to improve service delivery and reduce manual effort.

• Stay updated on industry best practices and emerging technologies related to IT support and telecommunications.

Preferred Technical and Professional Experience

• Bachelor's degree in Information Technology, Computer Science, or related field.

• Proven experience 10 in IT support roles, with 5 years of experience in managerial or supervisory positions.

• Strong leadership skills with the ability to lead and motivate teams in a dynamic environment.

• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.

• Solid understanding of IT service management frameworks such as ITIL.

• Experience with service desk tools, deskside support techniques, and PABX systems.

• Demonstrated problem-solving abilities and a customer-centric mindset.

• Certification in ITIL and PABX systems preferred.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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.

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.