Engineer, Global IT Service Desk Lead

Our vision is to transform how the world uses information to enrich life for all .
Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.
Key Responsibilities

• Lead operational governance and performance management of the global IT Service Desk, ensuring achievement of service level, quality, and customer satisfaction objectives.

• Manage Service Desk vendor relationships, including performance reviews, service improvement initiatives, and accountability for contractual commitments.

• Analyze operational metrics and support trends to identify opportunities for improved service quality, efficiency, and employee experience.

• Partner with resolver groups to improve ticket routing accuracy, increase first-level resolution, reduce escalations, and drive continuous improvement.

• Identify, prioritize, and implement AI, automation, and self-service capabilities that improve support effectiveness and employee experience.

• Drive knowledge management practices that improve both agent productivity and employee self-service outcomes.

• Communicate service performance, risks, and improvement plans to leadership and key stakeholders.

• Support Service Desk transformation initiatives that improve operational efficiencies, reduce employee effort, and enable scalable support delivery.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

• 5+ years of experience in IT Service Desk Operations leadership.

• Strong understanding of ITIL principles and service management best practices.

• Experience with ServiceNow or similar ITSM platforms.

• Strong analytical, communication, and stakeholder management skills.

• Experience using operational data and metrics to drive business outcomes and service improvements.

Preferred Qualifications

• Experience supporting global enterprise environments.

• Experience driving Service Desk transformation or continuous improvement initiatives.

• Experience with AI-enabled support solutions, virtual agents, knowledge automation, or self-service platforms

About Micron Technology, Inc.
We are an industry leader in innovative memory and storage solutions transforming how the world uses information to enrich life for all . With a relentless focus on our customers, technology leadership, and manufacturing and operational excellence, Micron delivers a rich portfolio of high-performance DRAM, NAND, and NOR memory and storage products through our Micron® and Crucial® brands. Every day, the innovations that our people create fuel the data economy, enabling advances in artificial intelligence and 5G applications that unleash opportunities - from the data center to the intelligent edge and across the client and mobile user experience.
To learn more, please visit micron.com/careers
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
To request assistance with the application process and/or for reasonable accommodations, please contact [email protected]
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