IT Service Desk Lead, Latin America (Monterrey)

Corning Incorporated; Monterrey; On-site; MXN 600,000 - 820,000; Full time

Benefits offered by this job

Onsite-focused role

Learning & development

Distributed team leadership

Job summary

Corning Incorporated in Monterrey seeks a Latin America Service Desk Leader to supervise a team of about 12 IT professionals, coach staff, and manage daily operations while delivering global user support.

You will guide the ServiceNow transformation, coordinate training, and partner with regional IT stakeholders to improve service performance and SLAs. Onsite Monday through Friday, with strong emphasis on leadership and process improvement.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or equivalent relevant experience.
• Typically 5+ years of IT support or Service Desk experience and 2+ years of leadership experience; strong candidates with slightly fewer years may be considered.
• Formal people management experience leading at least 12 employees, including technical support teams.
• Advanced English and Spanish communication skills.
• Strong customer focus, coaching, relationship-building and performance management skills.
• Experience with ticketing systems, knowledge of ITIL or ITSM processes, and basic operating-system troubleshooting.

Responsibilities

• Supervise, coach and develop team members through one-on-ones, performance reviews and team meetings, building trust across locations.
• Manage daily Service Desk operations, including schedules, call coverage, ticket queues and escalations, ensuring compliance with service management processes and SLAs.
• Monitor service metrics and use data to identify gaps, improve performance and strengthen customer service.
• Guide the team through the ServiceNow transition, coordinate training and support process improvements in partnership with regional IT stakeholders.

Skills

Leadership

Coaching

Customer focus

Bilingual English/Spanish

ITIL/ITSM

Data analysis

Education

BSc IT/CS

Tools

ServiceNow

Ticketing systems

Job description

Corning Incorporated in Monterrey seeks a Latin America Service Desk Leader to supervise a team of about 12 IT professionals, coach staff, and manage daily operations while delivering global user support.

You will guide the ServiceNow transformation, coordinate training, and partner with regional IT stakeholders to improve service performance and SLAs. Onsite Monday through Friday, with strong emphasis on leadership and process improvement.