IT Lead - RDE End User Services and Cyber Security Liaison

Requisition Number: 69479

The company built on breakthroughs.
Join us.

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.

How do we do this? With our people. They break through limitations and expectations - not once in a career, but every day. They help move our company, and the world, forward.

At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.

Come break through with us.

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

The candidate will be responsible for leading the End User Services group and act as a Cyber Security Liaison to the Computing Technology staff, supporting solutions for Research, Development and Engineering in Sullivan Park. A collaborative engagement which entails the ability to interact with Researchers, Developers, Engineers, IT Service Lines, Computing Technologies group and 3rd party vendor to provide support. The candidate must have excellent communication skills (written and verbal), be able to interact with a wide customer base, and have a clear understanding of how work is completed within and outside of IT. This position requires strong technical expertise, excellent leadership skills, and a customer-centric approach to deliver exceptional end-user experiences.

Key Responsibilities

End User Systems Management:

• Manage and maintain end-user devices, including desktops, laptops, mobile devices, and peripherals, ensuring their availability, functionality, and performance.
• Assist Lab systems support resources to standardize imaging and software installation where possible on standard, controls, and exceptions systems.
• Oversee the deployment, configuration, and lifecycle management of end-user systems, adhering to established standards and procedures, where possible.
• Collaborate with IT support teams to troubleshoot and resolve end-user system issues promptly.
• Work with Computing Technology staff members who manage the lab systems, working with IT and CT to ensure strategic roadmaps are being established to meet the needs of the scientific community.

Security and Compliance:

• Implement and enforce security measures to protect end-user systems from malware, unauthorized access, and data breaches.
• Monitor and maintain antivirus, encryption, and patch management systems to ensure the security and integrity of end-user devices.
• Participation in ITAR, CMMC, SOX and other compliance audit activities
• Engagement with IMS and ITSD Vulnerability assessment teams

End User Support and Training:

• Provide technical support and troubleshooting assistance to end-users, resolving hardware, software, and connectivity issues.
• Develop and deliver end-user training programs to enhance their knowledge and proficiency in using various systems and applications.
• Work with Enterprise Program managers and ITEX organization to ensure impactful changes to end users are planned with communication and training plans in place
• Create and maintain user documentation, knowledge base articles, and self-help resources to facilitate independent problem-solving.

Key Responsibilities - Continued

Vendor Management:

• Collaborate with IT, RDE Computing Technologies team and vendors for end-user systems, hardware, and software, ensuring high-quality products and services.
• Assist with managing vendor relationships, contracts, and service level agreements to ensure timely and satisfactory resolution of issues.

Team Leadership and Collaboration:

• Lead a team of end-user support technicians, providing guidance, coaching, and performance feedback.
• Foster a positive and collaborative work environment, promoting knowledge sharing and continuous improvement.
• Collaborate with other IT teams and RDE Computing Technologies to align end-user systems with overall IT infrastructure and strategic initiatives.
• Work closely with stakeholders to understand their needs, gather feedback, and provide recommendations for system enhancements.
• Resource management and forecasting of staffing levels.
• Manage the career development, performance, and objective setting of direct staff.
• Ensure key performance metrics and annual objectives are met or exceeded.
• Collaborate with RDE Computing Technologies, Lab Managers and their staff to ensure strategic and tactical goals are set.
• Ensure Corning assets are protected from Cyber-attacks.

Experiences/Education - Required

• Bachelor's degree in Information Systems or Business Management. May accept additional years of experience in lieu of degree.
• 5-7 years of IT support experience.
• Strong technical expertise in end-user systems and environments such as: MS Office, Windows OS, Altiris, Nexthink, Qualys, Ticketing systems, Power BI, Wireshark and similar.
• Familiarity with security practices, including antivirus, encryption, and patch management.
• Excellent troubleshooting and problem-solving skills.
• Prior experience managing technical teams and their development.
• Excellent communication and interpersonal skills.
• Customer-oriented mindset with a focus on delivering exceptional end-user experiences.
• Strong organizational skills.
• Travel: less than 5% anticipated.

Experiences/Education - Desired

• Experience communicating in written and verbal form to Sr. Leadership
• Customer Experience and Net Promoter Score improvement experience
• Familiarity with ITIL or other IT service management frameworks is a plus.
• Proven ability to juggle multiple priorities and work collaboratively

Work hours:

• Standard Hours are 8 am to 5 pm, Monday through Friday
• Exceptions may arise when Planned Power Outage or Priority 1-2 situations occur after hours where team representatives may be needed to assist with remediation

This position does not support immigration sponsorship.

The range for this position is $85,263.00 - $117,237.00 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. The benefits available for this position are dependent on hours worked and may include medical, dental, vision, 401(k) plan, pension plan, life insurance coverage, disability benefits, and PTO.

A job that shapes a life.

Corning offers you the total package.

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial, and career from day one

• As part of our commitment to your financial well-being, we provide a 100% company-paid pension benefit that grows throughout your career. We also offer a 401(k) savings plan with company matching contributions.
• Our health and well-being benefits include medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, and disease management programs.
• 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.
• Getting paid for our work is important but feeling appreciated and recognized for those contributions motivates us much more. That's why Corning offers a peer-to-peer recognition program to celebrate success by recognizing colleagues who demonstrate above-and-beyond behaviors.

We prohibit discrimination on the basis of race, color, 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. To request an accommodation, please contact us at