Engineer, Global IT Service Desk Lead (E3)
Micron Technology, Inc. (company site, opens in a new tab)5+ yrsHyderabadOn-siteDirect career pageEst. 18–28 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead operational governance and performance management of the global IT Service Desk to meet service levels, quality, and customer satisfaction targets.
- Manage Service Desk vendor relationships including performance reviews, service improvements, and contractual accountability.
- Identify and implement AI, automation, and self-service capabilities to enhance support effectiveness and employee experience while driving continuous improvement initiatives.
Minimum Requirements
- 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 experience with ServiceNow or similar ITSM platforms.
- Work Experience Required: 5+ years in IT Service Desk leadership operations.
Ideal Candidate Profile
- Experienced in managing service desk operations within global enterprise environments.
- Demonstrated capability in driving service desk transformation and continuous improvement initiatives.
- Skilled in leveraging operational data and metrics to inform strategic improvements and stakeholder communications.