IT Lead - RDE End User Services and Cyber Security Liaison

Requisition Number: 69479

 

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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 ti