Global IT Service Desk Lead - Drive Excellence & Automation

Signify; Piła; On-site; PLN 140,000 - 210,000; Full time

Job summary

Signify in Piła, Poland seeks an experienced IT Service Desk Lead to steer and continually improve our global IT support operations from Piła. You will build and manage a proactive, data-driven service desk focused on end-user satisfaction and resilience.

The ideal candidate will blend strong technical knowledge with leadership, communication, and customer service skills, driving service excellence and standardizing processes across regions.

Qualifications

• Extensive experience in IT Service Desk or Digital Operations with 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 (Incident, Request, Problem, Change).
• Experience with SLAs, KPIs, dashboards, and Service Desk reporting.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor’s or Master’s degree in IT, CS, or Engineering.
• ITIL Foundation or Managing Professional certification preferred.

Responsibilities

• Lead and develop a high-performing global Service Desk team.
• Manage day-to-day Service Desk operations: incidents, requests, escalations, and handovers.
• Define and monitor SLAs, KPIs, service standards, and performance.
• Drive improvements in FCR, resolution times, and ticket ownership.
• Act as escalation point for critical incidents and complex issues.
• Collaborate with IT teams and external providers for consistent global support.
• Use data insights to identify trends, risks and improvement opportunities.
• Support IT projects, system rollouts, upgrades and transformations.

Skills

Leadership

ITIL practices

Stakeholder management

Analytical thinking

Customer focus

Communication

Education

Bachelor's or Master's in IT/CS/Engineering

Tools

Active Directory / Entra ID

Microsoft 365

Endpoint management

Job description

Signify in Piła, Poland seeks an experienced IT Service Desk Lead to steer and continually improve our global IT support operations from Piła. You will build and manage a proactive, data-driven service desk focused on end-user satisfaction and resilience.

The ideal candidate will blend strong technical knowledge with leadership, communication, and customer service skills, driving service excellence and standardizing processes across regions.