3,578 jobs for "Manager, Technical Support"

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

The Role:
As a Senior Technical Consultant (Shift Lead) within the Devices Factory, you will serve as the on‑shift technical authority for high‑volume device migrations between Microsoft 365 tenants for a global multi‑entity enterprise. You will lead execution across a 24x7 factory model, coordinating repeatable, runbook‑driven waves of Windows 10/11 device transition, Intune/Endpoint Manager re‑enrolment patterns and Autopilot/Entra join-state activities. You will be accountable for shift readiness (tooling, access, queues), quality gates, evidence capture and rapid issue resolution so that device migrations are delivered safely, predictably and at programme scale. This is a hands‑on leadership role: you will still troubleshoot complex device migration failures, but your primary success measure is consistent throughput with low rework and disciplined shift operations.

Key Responsibilities:
- Lead the technical delivery of device migration waves during your shift, ensuring operational control, adherence to runbooks and predictable throughput.
- Own shift‑level triage for device migration failures (Autopilot registration, enrolment, compliance, conditional access, certificate/device identity issues) and coordinate rapid remediation.
- Validate pre‑req readiness (device inventory, hardware hash readiness, targeting, Autopilot profile assignment, migration scheduling) and enforce "go/no‑go" criteria.
- Oversee execution of tenant transition steps for Autopilot where applicable (collection of hashes, deregistration/deletion sequencing, re‑registration timing, end‑user reset/re‑provision coordination).
- Manage the shift backlog in the agreed ticketing system; prioritise work items by risk, SLA and cutover schedule.
- Drive strong evidence capture: logs, screenshots, reports, change records and acceptance artefacts aligned to audit and client governance needs.
- Coordinate shift handover packs (work completed, exceptions, blockers, next actions, risk list) and ensure continuity across the three‑shift model.
- Partner with the Devices Solution Architect / discipline lead to update runbooks, troubleshooting guides and standard operating procedures based on real shift learnings.
- Engage vendor/tool support channels as required (e.g., Autopilot/Intune escalation paths, migration tooling vendors where used), ensuring timely escalations with complete evidence.
- Lead post‑migration validation checks and hypercare support for device cohorts; reduce repeat incidents through root cause removal and runbook improvements.

Who You Are

Must‑Have (or equivalent experience):
- Delivered at least one production tenant‑to‑tenant device migration as a technical lead/SME, specifically covering Windows device transition and endpoint management between tenants.
- Strong hands‑on expertise with Microsoft Intune / Endpoint Manager, Windows 10/11 provisioning, device compliance policies, configuration profiles and troubleshooting enrolment failures.
- Hands‑on experience with Windows Autopilot (device registration concepts, profile assignment, re‑provisioning) and practical migration sequencing across tenants.
- Competence in Microsoft Entra ID device identity/join states (Entra joined / hybrid joined / registered concepts) and how these affect access, compliance and conditional access behaviour.
- Demonstrated ability to operate in a runbook‑first factory model: strict execution steps, peer checking/quality gates and disciplined closure criteria.
- Proven experience working shift-based delivery with mandatory handovers, queue management and accountability for shift outcomes in a 24x7 environment.
- Strong PowerShell and automation capability for device readiness and operational scripting (inventory validation, hash collection, reporting, bulk actions), with safe change practices.
- Strong documentation discipline: ability to produce and maintain clear SOPs, troubleshooting playbooks and evidence packs per migration wave.

Good‑to‑Have:
- Experience using profile preservation / workstation migration tooling (e.g., PowerSyncPro or equivalent) to reduce user disruption and post‑cutover issues.
- Familiarity with Microsoft security controls impacting devices (Conditional Access trust settings, compliant/hybrid joined trust, device-based access patterns).
- Relevant Microsoft certifications (examples: MD‑102, MS‑102, SC‑300 or equivalent).
- Experience supporting global migrations with remote user populations and proactive comms/coordination playbooks.
- ITIL practice awareness (incident/problem/change flow) or equivalent operational governance background.

Interpersonal & Consulting Skills:
- Leads with calm operational control under pressure; sets the tone for disciplined factory execution and avoids "heroics" that compromise repeatability.
- Communicates clearly in shift handovers: concise status, crisp risk articulation, unambiguous next actions.
- Coaches engineers in-flight (without slowing throughput), raising capability by reinforcing patterns, not ad‑hoc fixes.
- Confident challenging readiness gaps ("not ready to migrate") using evidence and agreed criteria.
- Builds trust quickly with cross‑functional teams (Identity, Security, Shared Data, Service Desk/hypercare) to remove blockers.
- Demonstrates ownership: takes problems to closure, documents learning and drives runbook improvements.
- Works effectively across cultures and time zones; assumes positive intent and maintains high standards.
- Treats the client environment with professional discipline: secure handling of access, data and evidence artefacts.

Typical Deliverables / KPIs:
- Throughput: devices migrated per shift / per wave vs plan.
- Quality: first‑time success rate and defect/rework rate (failed enrolments, repeat tickets).
- MTTR: mean time to restore/resolve for migration‑blocking device issues.
- Evidence capture completeness: percentage of migrations with full log/audit package attached.
- SLA adherence: on‑time completion of scheduled waves and timely escalation of blockers.

Shift / Working Pattern Notes:
- This role operates within a three‑shift 24x7 Factory model. The specific rota will be confirmed, but shift handovers are mandatory and performance is measured on shift outcomes. Peak cutover windows may require schedule flexibility.

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!

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About Kyndryl

We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.

Size: 10,000+ employees
Industry: Consulting

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