LATAM IT Service Desk Lead — Coach, SLA & ServiceNow

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

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.