IT Supervisor

Corning Inc.; Monterrey; Híbrido; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits above statutory requirements

Learning & development support

Opportunity to lead distributed teams

Descripción de la vacante

Corning Inc. is seeking a Service Desk Manager to lead our Latin America team from Monterrey, supervising approximately 12 IT professionals who support users globally.

You will coach the team, manage daily operations and drive service performance, with hands-on support during the ServiceNow transformation. The ideal candidate has a Bachelor's in IT or CS, 5+ years in IT support, 2+ years of leadership, and strong English and Spanish communication.

Formación

• Bachelor's degree in Information Technology or Computer Science or equivalent experience.
• 5+ years IT support or Service Desk experience.
• 2+ years leadership experience managing 12 employees.
• Fluent in English and Spanish.
• Onsite availability in Monterrey, M-F.

Responsabilidades

• Supervise, coach and develop team members through reviews and meetings.
• Manage daily Service Desk operations, schedules, queues and escalations.
• Monitor service metrics and use data to identify gaps and improve performance.
• Lead the ServiceNow transition and coordinate training with IT stakeholders.

Conocimientos

Leadership

People management

Coaching

Customer focus

Bilingual English Spanish

Educación

Bachelor's in IT/CS

Herramientas

ServiceNow

Ticketing systems

Descripción del empleo

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]