IT Service Desk Lead
About SignifyThrough 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 roleJob SummaryWe 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 ResponsibilityLead, 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 communicat...