Engineer, Global IT Service Desk Lead
Micron Technology, Inc. (company site, opens in a new tab)5+ yrsHyderabadOn-siteDirect career pageEst. 12–25 LPA
Posted 17h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead global IT Service Desk operations focusing on service levels, quality, and customer satisfaction.
- Manage vendor relationships and enforce contractual commitments to improve support delivery.
- Drive continuous improvement through data analysis, AI/automation adoption, knowledge management, and collaboration with resolver teams.
Minimum Requirements
- Bachelor's degree in IT, Computer Science, Engineering, or related field.
- 5+ years experience in IT Service Desk Operations leadership.
- Strong understanding of ITIL principles and experience with ServiceNow or similar ITSM platforms.
- Experience using operational metrics to drive service improvements.
Ideal Candidate Profile
- Experienced managing service desks in global enterprise environments with multi-vendor landscapes.
- Proven ability to lead transformation and continuous improvement initiatives in service desk operations.
- Familiar with AI-enabled support technologies, virtual agents, and knowledge automation platforms.