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

The Regional (Site IT / Hub) Lead is responsible for leading and coordinating user support services within a defined / assigned region. This role ensures that employees receive timely, professional, and effective IT support for workplace technology, including laptops, mobile devices, collaboration tools, business applications, and office IT services. The Team Lead acts as the first point of escalation for support issues, manages the day-to-day performance of the regional support team, and works closely with global teams of infrastructure and security. In addition, collaborates with business stakeholders to deliver a consistent and high-quality support experience. The Regional Site IT Lead is responsible for and will oversee local Field Service Support engineers, Digital Technical Engineers and Service desk agents in a specific DigITal Hub location, and oversee field support for all sites assigned in the region

The Regional Site IT Lead is focused on helping end users to make better use of IT solutions. This will lead to improved productivity as well as improved customer satisfaction.

Key Areas of Responsibility

1. Team Leadership

• Lead, coach, and support a regional team of Technical Engineers, Site IT Leads and Service desk agents.
• Coordinate daily support activities, workloads, priorities, and shift coverage across the region (s).
• Provide guidance on complex incidents, service requests, escalations,
• Support team development through mentoring, feedback, knowledge sharing, and performance input.
• Promote a customer-focused, professional, and service-oriented team culture.

2. End user support delivery

• Ensure high-quality support for end user devices, operating systems, productivity tools, collaboration platforms, printers, peripherals, Fixed and mobile telephony, and standard business applications.
• Oversee incident and service request handling in line with agreed service levels.
• Monitor ticket queues to ensure timely resolution, proper prioritization, and accurate documentation.
• Act as an escalation point for unresolved or high-impact support issues.
• Support onboarding, offboarding, device deployment, asset replacement, and office moves.
• Ensure the regional IT Service desks executes issues and requests in line with expectations, and in accordance to the Global Service desk owner.
• Daily management of activities with the team

3. Regional IT Operations

• Coordinate local and regional IT support activities across offices, sites, or countries within the assigned region.
• Ensure regional support processes operate with global IT standards, policies, and procedures.
• Partner with global teams to support infrastructure, network, security, IAM and application-related activities.
• Act as regional hub lead for other teams within the same region of hub
• Assist with regional rollouts, technology refreshes, software deployments, and change initiatives.
• Maintain awareness of regional business needs, local constraints, and service improvement opportunities.

4. Asset, Compliance & security

• Ensure accurate management of IT assets, including laptops, mobile devices, accessories, and peripherals.
• Support hardware lifecycle activities, inventory controls, forecasting, disposals. and audit requirements in alignment with Global Hardware Asset Manager.
• Ensure end user support activities follow company security policies and compliance standards.
• Promote secure working practices, including device encryption, access control, patching, and data protection.
• Escalate security incidents or policy breaches through the appropriate channels.

5. Service coordinator

• Manage relationships with managed (security) service providers.
• Acts as local host in global projects, roll-outs & adaptive change requests.
• Provide insight in impact that global initiatives have on local business.
• Monitor all IT incidents & requests escalated by users in the local domain.
• Work with the respective Service Owners and collaborate with the partners to ensure proper follow-up.
• Facilitate contact points for all supporting activities for vendors to perform services onsite when needed
• Track support performance, recurring issues, service trends, and user feedback.
• Contribute to knowledge base articles, standard operating procedures, and troubleshooting guides.
• Ensure incidents, requests, changes, and problems are handled according to ITIL-aligned practices.
• Support root cause analysis and problem management for recurring end user issues.

6. Continuous improvement

• Identify opportunities to improve support processes, documentation, automation, and user experience.
• Identify problems & channel towards the relevant Service Owner. Support the problem analysis.
• Monitors local customer satisfaction and engages within DigITal on root cause & the improvements.
• Contribute to continuous improvement and standardization of DigITal processes and services.
• Share and drive best practices.

Critical Experiences
 

Leadership Expectations

The Regional (Site IT / Hub) Lead is expected to:

• Customer focus and service excellence.
• Team leadership and coaching.
• Strong problem-solving and analytical thinking.
• Clear communication and stakeholder engagement.
• Ownership, accountability, and attention to detail.
• Ability to work across cultures, time zones, and regional teams.
• Continuous improvement mindset.
• Understands the regional dimensions
• Stakeholder satisfaction & management

Your Profile

Experience & Expertise

• 8 –10+ years of experience in end user support, service desk and regional management
• Proven experience in end user support, desktop support, service desk, or workplace technology support.
• Experience leading, coordinating, or mentoring IT support teams.
• Strong knowledge of Windows and/or macOS environments, Microsoft 365, collaboration tools, mobile device support, and common enterprise applications.
• Experience working with IT service management tools and ticketing systems.
• Good understanding of ITIL principles, incident management, request fulfilment, escalation management, and change management.
• Strong troubleshooting skills across hardware, software, network connectivity, identity, and access-related issues.
• Excellent communication, stakeholder management, and customer service skills.
• Ability to prioritize competing demands in a fast-paced, multi-site environment.

Leadership & Capabilities

• Good stakeholder management skills.
• Strong decision-making capability.
• Excellent communication skills at executive level.
• Ability to influence without direct authority.
• Strong organizational and planning skills.
• Passion for continuous improvement.
• Calm and decisive during crisis situations.
• Strong people manager capable of developing high-performing teams.
• A ‘Can do’ mentality

Success Measures (KPIs)

The success of the role will be measured through:

• Regional support tickets are resolved within agreed service levels.
• End users report a high level of satisfaction with IT support.
• Ticket queues are well managed, documented, and regularly reviewed.
• Recurring issues are identified and addressed through service improvement actions.
• Regional support processes are consistent with global IT standards.
• The support team is engaged, knowledgeable, and operating effectively.

Education & Certifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, but equivalent experience will also be considered.
• ITIL Foundation certification is desirable.
• Relevant technical certifications such as Microsoft, Apple or similar are beneficial.
• Microsoft certifications are advantageous.
• Azure certifications are considered a strong plus.

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.