Engineer, Global IT Service Desk Lead (E3)
Micron · Posted Oct 15
DRAM, NAND, HBM memory and computer data storage solutions
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About the role
Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, delivering DRAM, NAND, and NOR memory and storage products. The Global IT Service Desk organization governs service delivery, vendor performance, and support quality for Micron employees worldwide. This role leads operational governance and performance management of the global IT Service Desk, driving AI, automation, self-service, and knowledge management improvements to enhance service quality and employee experience.
What you will 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.
Skills used in this role
What the employer is looking for
- 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
Benefits and support
- Compensation and benefits are detailed in the job posting
About Micron
Micron Technology, Inc. is a world leader in innovative memory and storage solutions, manufacturing DRAM, NAND, NOR, and High Bandwidth Memory (HBM) technologies. The company provides foundational computing capabilities for artificial intelligence, 5G, data centers, and consumer electronics worldwide. Headquartered in Boise, Idaho, Micron plays a critical role in powering next-generation computing architectures.
- Industry
- Semiconductors
- Company size
- 56,000 employees
- Founded
- October 5, 1978
- Location
- Boise, Idaho, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Executive Vice President and Chief Financial Officer
President and Chief Operating Officer
President and Chief Technology and Products Officer
Executive Vice President and Chief People Officer
Senior Vice President, Chief Legal Officer and Corporate Secretary
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