LatAm Service Desk Lead - Coach & ServiceNow Transition

Corning Incorporated; San Luis Potosí; Presencial; MXN 650.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits above statutory requirements.

Learning and development opportunities

Descripción de la vacante

Corning is seeking an IT Supervisor to lead its Latin America Service Desk from Monterrey, overseeing about 12 engineers. You will coach, manage daily operations, ensure SLAs, and drive a ServiceNow transformation while providing hands-on support as needed.

Required are a Bachelor’s in IT/CS, 5+ years in IT support with 2+ years in leadership, and fluency in English and Spanish. Onsite work in Monterrey is expected, with a focus on customer satisfaction and process improvement.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Coaching

Customer focus

Relationship-building

Performance management

English & Spanish communication

Educación

Bachelor's degree in IT or CS

Herramientas

ServiceNow

Ticketing systems

ITSM/ITIL

Descripción del empleo

Corning is seeking an IT Supervisor to lead its Latin America Service Desk from Monterrey, overseeing about 12 engineers. You will coach, manage daily operations, ensure SLAs, and drive a ServiceNow transformation while providing hands-on support as needed.

Required are a Bachelor’s in IT/CS, 5+ years in IT support with 2+ years in leadership, and fluency in English and Spanish. Onsite work in Monterrey is expected, with a focus on customer satisfaction and process improvement.