About this role
About the Role Corning’s global IT function is seeking a strategic Global Service Desk Leader to unify and elevate employee support worldwide. You will lead service desk operations across North America, Latin America, EMEA, and APAC, driving the evolution from a traditional support model to a modern digital front door with self-service, knowledge management, automation, and AI. You’ll build high-performing regional teams, ensure global consistency, and align with security, compliance, and regulatory requirements to deliver faster, smarter, and more scalable support. What You'll Do
- 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 What We're Looking For
- 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