# IT Service Desk Lead

Hiring organization: [Signify](https://career.thegoodapps.co/organizations/signify)

Canonical page: https://career.thegoodapps.co/jobs/1e79349d-08bd-43f7-9c48-8ee7b400a8a6

Listed on Signify's own careers site. Applications go to them directly.

- Seniority: Senior
- Location: Pila

## Summary

Lead a global IT service desk team at a major lighting and IoT company, overseeing incident management, process improvement, and user support operations across multiple regions. This role suits experienced IT support leaders with strong technical foundations and a passion for building user-focused teams.

_Our summary, not Signify's wording._

## Skills named

Active Directory, Change Management, Endpoint Management, Incident Management, ITIL, Microsoft 365, Microsoft Windows, Networking, Problem Management, ServiceNow

## Required

- Extensive IT service desk or IT support leadership experience
- Experience managing service desk operations in a global or complex organization
- Knowledge of Microsoft 365, Windows, Active Directory/Entra ID, endpoint management, and networking fundamentals
- Hands-on experience with ServiceNow or similar ITSM platforms
- Understanding of ITIL practices including incident, request, problem, and change management
- Experience with SLAs, KPIs, dashboards, and service desk performance reporting
- Leadership skills to coach, motivate, and develop teams
- Excellent communication and stakeholder management skills
- Analytical and problem-solving capabilities
- Customer-focused mindset with commitment to end-user experience
- Documentation and process improvement skills
- Bachelor's degree or higher in IT, Computer Science, Engineering, or related field

## Nice to have

- ITIL Foundation or ITIL Managing Professional certification
- Microsoft certifications
- User Experience certifications

Apply on Signify's site: https://lighting.wd3.myworkdayjobs.com/en-US/jobs-and-careers/job/Pila/IT-Service-Desk-Lead_365615