Engineer, Global IT Service Desk Lead (E3)

Overview

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

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.