IT Service Desk Lead

Job description

About Signify Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond. At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career. Join us, and together, we’ll transform our industry, making a lasting difference for brighter lives and a better world. More about the role Job Summary We are looking for an experienced IT Service Desk Lead to lead and continuously improve our global IT support operations from Piła, Poland . You will help build and manage a Service Desk that is proactive, data-driven, globally consistent, and truly focused on the end user — improving service quality, resolution times, operational resilience, and user satisfaction while developing a strong and engaged support team. The Service Desk Lead is responsible to oversee the daily operations of our IT service desk and ensure high-quality technical support across the organization. This role is responsible for leading the service desk, managing incidents and service requests, improving support processes, and ensuring users receive timely, professional, and effective IT assistance. The ideal candidate will combine strong technical knowledge with excellent leadership, communication, and customer service skills. They will be responsible for driving service excellence, maintaining service levels, and supporting the continuous improvement of IT support operations. Key Areas of Responsibility Lead, coach, and develop a high-performing global Service Desk team. Manage day-to-day Service Desk operations, including incidents, service requests, escalations, workload distribution, and regional handovers. Define and monitor SLAs, KPIs, service standards, and operational performance. Drive improvements in First Contact Resolution, resolution times, ticket ownership, and overall user experience. Act as an escalation point for critical incidents and complex support issues. Identify recurring issues and work with IT teams to implement permanent solutions and automation. Drive standardization, simplification, and continuous improvement of Service Desk processes. Maintain effective knowledge management, including Knowledge Articles, Work Instructions, and support documentation. Collaborate with Regional IT Leads, Digital teams, and external service providers to ensure consistent global support. Use reporting and data insights to identify trends, risks, and opportunities for improvement. Support IT projects, system rollouts, upgrades, and other transformation initiatives. Ensure excellent customer service is delivered to all users, with clear communication and timely updates. Set-up, embrace and embed a user friendly and customer facing IT support towards end users. Ensure excellent customer service is delivered to all users, with clear communication and timely updates. Set-up, embrace and embed a user friendly and customer facing IT support towards end users. Critical Experiences Extensive experience in IT Service Desk, IT Support, or Digital Operations, including team leadership. Experience managing Service Desk operations in a global or complex organization. Strong knowledge of Microsoft 365, Windows, Active Directory / Entra ID, endpoint management, and networking fundamentals. Hands-on experience with ServiceNow or similar ITSM platforms. Strong understanding of ITIL practices, particularly Incident, Request, Problem, and Change Management. Experience working with SLAs, KPIs, dashboards, and Service Desk performance reporting. Strong leadership skills with the ability to coach, motivate, and develop teams. Excellent communication and stakeholder management skills. Strong analytical and problem-solving capabilities. A customer-focused mindset with a passion for delivering an excellent end-user experience. Strong documentation and process improvement skills. Bachelor's or Master's degree in IT, Computer Science, Engineering, or a related field. ITIL Foundation or ITIL Managing Professional certification is preferred. Microsoft or User Experience certifications are an advantage. Everything we’ll do for you You can grow a lasting career here. We’ll encourage you, support you, and challenge you. We’ll help you learn and progress in a way that’s right for you, with coaching and mentoring along the way. We’ll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together. Come join us, and together we can light up the future.