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Head of Service Desk Experience, Strategy & Operations

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Date: Oct 22, 2021

Location: Painted Post, NY, US, 14870 Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 49292

Location(s):  Painted Post, NY -or- Charlotte, NC

 

Corning is the world leader in specialty glass and ceramics, building and manufacturing keystone components that enable high-technology systems. Corning’s history is filled with breakthrough technologies that have played a meaningful role in the way the world works. We thrive on solving difficult, commercially relevant problems through a creative and collaborative research and development process.

 

Corning Incorporated focuses on building a diverse global workforce where differences are celebrated, and employees feel safe bringing their “whole selves” to work. Our Diversity Network hosts 18 active and distinctive Employee Resource Groups. Employees have access to Allyship resources, podcasts, an internal video channel, digital learning series and trainings, all focused on building and celebrating global diversity and inclusion. Corning has been recognized as a leader in this regard and has been consistently recognized as a national employer of choice.

 

 

Position Scope: Provide strategic vision and manage operations for our global service desk.  Manager of two directs and second level manager to approximately 65 employees and contractors. Sets the vision for a customer focused service desk team dedicated to creating an amazing IT experience by providing a multichannel support platform and an IT team focused on customer success. Maintains the strategy for the next generation service desk, focused on self-service support and automation through a multi-channel support platform. Responsible for ensuring the staff is meeting and exceeding performance expectations meeting defined metrics/benchmarks, defining appropriate metrics to measure customer perception and maintaining standards and processes that provide an outstanding employee experience.

 

Qualifications:

  • Passion for Customer Service and strong Engagement skills
  • Strategic vision for the next generation service desk and support
  • Strong leadership and influence skills
  • Ability to select, manage, coach, motivate, mentor and develop a service desk team
  • Strong oral and written communication skills, and ability to communicate at all levels of the organization
  • Strong conflict resolution and management skills
  • Previous experience managing a large people organization and a corresponding budget
  • Understanding of Problem Management
  • Ability to work and coordinate priorities well under pressure
  • Ability to spot disruptions before they happen and identify and mitigate risks.
  • Develop & maintain relationships with key stakeholders and strategic partners
  • Plan, assign and manage resources
  • Monitor, control and report metrics

 

Required Skills:

  • Bachelor’s Degree in computer science, business or 5 years of relevant experience
  • Previous experience managing a call center, IT operations team, or supporting a transformation
  • Understanding ITIL Methodologies and Practices
  • Global mindset
  • Financial Management

 

Required travel:

  • 25%

 

 

Does this sound like you? Apply today!

 

 

This position does not support immigration sponsorship.

 

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. Please contact us to request accommodation.

 

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


Nearest Major Market: Corning