LatAm IT Service Desk Lead | Coaching, SLAs & ServiceNow

Corning Inc.; Monterrey; Hybrid; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Benefits above statutory requirements

Learning & development support

Opportunity to lead distributed teams

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

People management

Coaching

Customer focus

Bilingual English Spanish

Education

Bachelor's in IT/CS

Tools

ServiceNow

Ticketing systems

Job description

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.