Engineer, Global IT Service Desk Lead (E3)

Req. ID:

JR114399 Engineer, Global IT Service Desk Lead (E3)

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

Job Profile(s):

System Manager E3

Relocation level: (TBD)

Before Getting Started

Please review Micron’s Internal Job Application Policy on your regional PeopleNow Career Opportunities page before searching and applying for jobs. Note in particular that:

• Hiring managers may view your performance appraisals, original resume, transcripts or other performance-related documentation in your personal file. This information will be held in confidence.
• If you are selected to interview for a position, you must notify your direct supervisor before participating in the interview process.

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As a world leader in the semiconductor industry, Micron is dedicated to your personal wellbeing and professional growth. Micron benefits are designed to help you stay well, provide peace of mind and help you prepare for the future. We offer a choice of medical, dental and vision plans in all locations enabling team members to select the plans that best meet their family healthcare needs and budget. Micron also provides benefit programs that help protect your income if you are unable to work due to illness or injury, and paid family leave. Additionally, Micron benefits include a robust paid time-off program and paid holidays. For additional information regarding the Benefit programs available, please see the Benefits Guide posted on Benefits | Micron Technology, Inc

Micron is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.