**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** **Job Overview:** The End User Services Operations Manager is responsible for overseeing the delivery, operations, and continuous improvement of end user IT services. This role ensures optimal performance, support, and user satisfaction with IT tools, hardware, software, and support services across the organization. Leads a team of End user support specialists, VIP support while working closely with other IT and business units. **Key Responsibilities:** + **Service Delivery Management:** + Ensure efficient and effective delivery of all EUS services (e.g. Desktop Support, Device Management, Collaboration Tools). + Maintain high levels of end-user satisfaction through proactive management and communication. + Own and manage the ITIL-based processes related to Incident, Request, and Problem Management for end users. + **Operations Leadership:** + Manage day-to-day operations of the service desk and desktop support teams. + Monitor and analyze service metrics (SLAs, KPIs) to drive continuous improvement. + **Team Management:** + Lead, mentor, and develop a high-performing team of EUS professionals. + Manage staffing, scheduling, and performance reviews. + Foster a culture of customer service, operational excellence, and accountability. + **Process Improvement:** + Identify and implement improvements in service delivery and operations processes. + Promote automation, self-service, and proactive support initiatives. + **Project Involvement:** + Support IT projects impacting end-user technologies (device refresh, software rollouts, migrations). + Collaborate with Infrastructure, Security, and Applications teams on cross-functional initiatives. + **Risk & Compliance:** + Ensure compliance with internal policies, security standards, and regulatory requirements. + Maintain up-to-date documentation for processes, systems, and troubleshooting procedures **Qualifications:** + Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field + 6+ years of experience in IT operations or end user services, with 2+ years in a leadership/management role. + Strong working knowledge of IT Service Management (ITSM) frameworks (e.g., ITIL v3/4 certification preferred). + Experience managing desktop support and enterprise device management tools (e.g., SCCM, Intune). + Knowledge of collaboration platforms (e.g., Microsoft 365, Teams) and mobile device management. + Strong leadership, communication, and customer service skills. + Ability to analyse metrics, generate reports, and present insights **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 •5+ years of experience providing IT support •Experience working in a customer facing environment •Strong communication skills including email, phone and in-person Preferred Skills and Experience •Bachelor’s degree in Computer Science, Information Technology, or related technical field **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.