Engineer, Global IT Service Desk Lead

Overview

Lead operational governance and performance management of Micron's global IT Service Desk, including vendor management and continuous service improvement.

What you'll do

• 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.

What you'll need

• 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.

Nice to have

• 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.

Details

• Location: Hyderabad, Telangana, India.