Global Service Desk Leader
About The Position
The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies. Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes. IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide. Role Purpose: Are you a strategic IT support leader who knows how to build high-performing global teams and modernize the employee support experience? We’re looking for a Global Service Desk Leader to lead service desk operations across North America, Latin America, EMEA, and APAC. In this role, you’ll drive the evolution of the Service Desk from a traditional support model into a modern digital support organization and trusted enterprise front door. You’ll lead regional teams, improve global consistency, and help expand the use of self-service, knowledge management, automation, and AI to deliver faster, smarter, and more scalable support.
Requirements
- Bachelor’s degree in IT, Business, Computer Science, or equivalent experience
- 8+ years of experience in IT service management or support operations, including leadership of global or multi-region teams
- Proven success leading Service Desk, IT support, or employee support operations in a complex enterprise environment
- Experience driving transformation and operational improvement initiatives
- Strong knowledge of ITIL, service management frameworks, and global operating models
- Experience with shift-left strategies, self-service, knowledge management, automation, and process improvement
- Hands-on experience with enterprise ITSM platforms, ideally ServiceNow
- Strong analytical and leadership skills, with the ability to influence stakeholders across functions and regions
Nice To Haves
- ITIL certification
- Experience in shared services or enterprise service management environments
- Familiarity with AI-enabled support tools, workflow automation, and digital support initiatives
- ServiceNow or continuous improvement certifications
Responsibilities
- Lead regional Service Desk leaders and teams to deliver consistent, high-quality 24/7 support across the globe
- Drive operational excellence while balancing global standards with regional business needs
- Transform the Service Desk into a modern, omni-channel digital support function
- Advance shift-left strategies through self-service, knowledge-centered support, automation, virtual agents, and AI-enabled tools
- Use metrics, dashboards, and reporting to improve service performance, customer satisfaction, and operational decision-making
- Strengthen knowledge management practices to improve reuse, consistency, and resolution speed
- Partner with Technology Operations and key stakeholders to identify opportunities, solve problems, and implement sustainable improvements
- Ensure Service Desk operations align with security, compliance, and regulatory requirements across regions
Benefits
- Company-wide bonuses
- Long-term incentives
- 100% company-paid pension benefit
- Matching contributions to 401(k) savings plan
- Medical, dental, vision insurance
- Paid parental leave
- Family building support
- Fitness programs
- Company-paid life insurance
- Disability insurance
- Disease management programs
- Paid time off
- Employee Assistance Program (EAP)
- Recognition program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
