Service Desk Manager:
Corning

19302-en_US
Corning
Painted Post New York
Healthcare
Description

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

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.

Position Scope: Lead our global information technology service desk.  Supervisor of approximately 40 employees and contractors.  Responsible for ensuring the staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Day to Day Responsibilities:

  • Listening and conveying awareness of a customer's problem or issue to find resolution
  • Strong oral and written communication skills, sufficient to exchange information effectively with peers, supervisor and customers
  • Strong Customer Service and Engagement skills
  • Strong conflict resolution and management skills
  • Understanding of Business Applications and IT acumen
  • Strong leadership skills with the ability to enforce the adherence to processes
  • Strong leadership skills to sustain performance when faced with a high volume of work and conflicting priorities
  • Ability to select, manage, coach, motivate, mentor and develop a service desk team
  • Multi-tasking abilities
  • Understanding of Problem Management
  • Strong facilitation skills
  • Ability to work and coordinate priorities well under pressure
  • Think creatively
  • Solid understand of ITIL framework Responsibilities
  • Ensures delivery of a high quality service within agreed upon SLA’s and budgets
  • Conveys the ability to overcome obstacles and the delivery of exceptional results for customers
  • Coordinate, grow and motivate a high skilled organization with varying levels of technical, business knowledge and customer experience skills
  • Spot disruptions before they happen. Identify and mitigate risks. Identify reengineering opportunities. That’s just some of what you’ll be responsible for here.
  • Make certain that incidents and problems are classified, prioritized, resourced, and remedied.
  • Develop, implement and maintain a culture of continuous improvement, including preventative actions, and overall performance of support provided by the team
  • Develop & maintain relationships with key stakeholders and strategic partners
  • Plan, assign and manage resources
  • Monitor, control and report metrics
  • Senior Leader notification during major disruptions to provide pager or call updates on identified Disruption activities.
  • Publication of Service Disruption Notification Document summary of outages
  • Global Technical Restoration process alignments - Review/Revise variances in escalation routines from a global view (US/EMEA/AP). Work towards aligned problem severity definitions, escalation hierarchy routines and disruption reporting processes.
  • Ensure technical support team circumvention strategy documentation remains fully current.
  • Support the accurate and consistent maintenance of technical and leadership escalation routines through quarterly audits and continuous validation during remediation efforts
  • Skill in listening and conveying awareness of a customer's problem or issue to find resolution

Required Skills:

  • Bachelor’s Degree in computer science, business or related field 5 years of related experience
  • Previous supervisory experience
  • ITIL Methodologies and Practices
  • Business Analysis
  • Financial Management
  • An equivalent combination of education and experience sufficient to perform the essential functions of the job

We prohibit discrimination on the basis of  race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

Basic Qualifications
Requirement