Global Service Desk Manager

Requisition Number: 74982 Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible. Role Purpose Are you a strategic IT support leader who knows how to build high‑performing global teams and modernise 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 organisation 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. Key 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‑centred 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 What Success Looks Like Better employee support experiences and higher customer satisfaction Strong performance against global service metrics and commitments Increased self‑service adoption and measurable value from automation and AI Improved consistency, efficiency and scalability across regions A resilient, continuously improving global support model Experiences/Education - Required 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 Experiences/Education - Desired 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 This position does not support immigration sponsorship. The range for this position is $106,458.00 - $146,380.00 assuming full‑time status. Starting pay for the successful applicant is dependent on a variety of job‑related factors, including but not limited to geographic location, market demands, experience, training and education. Benefits Your well‑being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations and career from day one. Company‑wide bonuses and long‑term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win. As part of our commitment to your financial well‑being, we provide a 100% company‑paid pension benefit with fixed contributions that grow throughout your career. Combined with matching contributions to your 401(k) savings plan, Corning’s total contributions to your retirement accounts can reach between 7% and 12% of your pay, depending on your age and years of service. Our health and well‑being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company‑paid life insurance, disability, disease management programmes, paid time off and an Employee Assistance Programme (EAP) to support you and your family. Getting paid for our work is important, but feeling appreciated and recognised for those contributions motivates us much more. That’s why Corning offers a recognition programme to celebrate successes and reward colleagues who make exceptional contributions. We prohibit discrimination on the basis of race, colour, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. 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