IT Supervisor

Corning Incorporated; Monterrey; On-site; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Benefits above statutory requirements

Professional development

Job summary

Corning Incorporated in Monterrey seeks a Latin America Service Desk Leader to supervise about 12 engineers, coach the team, and manage daily operations while guiding the ServiceNow transformation and service improvements.

You will work onsite, require strong English and Spanish, ITIL knowledge, and a track record of delivering global IT service improvements in a fast-paced environment, partnering with regional IT stakeholders.

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.
• 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.
• Availability to work onsite in Monterrey, Monday through Friday.

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

People management

Communication

English & Spanish

Education

Bachelor's in IT/CS

Tools

Ticketing systems

Job description

Role Purpose

Latin America Service Desk Leader
Are you ready to lead a team, develop people and improve IT support at a global innovator in materials science? Join Corning and help deliver excellent service to users around the world. What is your role? You will lead our Latin America Service Desk team from Monterrey, supervising approximately 12 employees who support Corning users globally. You will coach the team, manage daily operations and maintain service performance. You will also help prepare the team for a ServiceNow transformation and provide hands-on support when needed.

Key Responsibilities

Major responsibilities and tasks of the position:

• 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.

What do you need to have?

• 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.
• Availability to work onsite in Monterrey, Monday through Friday.

What we offer?

• Benefits above statutory requirements.
• A growing environment that supports learning and professional development.
• The opportunity to lead a distributed team and contribute to global IT service improvements.

Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodation to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodations related to disability or religion, please contact us at [e-mail]