IT Service Desk Shift Lead

Location: Indianapolis

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism.

We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

At Lilly, our digital-first, automation-driven support model is at the heart of delivering exceptional IT services globally. As our Indy based
** IT*
* ** Service Desk Shift Lead**, you will play a pivotal role in managing frontline IT operations, ensuring high performance, and driving continuous improvement across our global support team. This role is ideal for a dynamic leader who thrives in a fast-paced environment and is passionate about coaching teams, optimizing operations, and delivering outstanding user experiences.
** What You'll Be Doing:
**** Operations & Execution
*** Oversee real-time ticket volume, queue management, and staffing coverage to ensure service continuity.
* Monitor and act on key performance indicators such as CSAT, first-contact resolution, and average handle time.
* Collaborate with Workforce Management to ensure optimal scheduling and shift rotations.
* Step in to take calls when volume is high.
** Team Leadership & Coaching
*** Oversee a team of Tier 1 and Tier 1.5 IT support agents.
* Provide regular coaching, feedback, and mentorship to foster individual and team growth.
** Cross-Functional Collaboration
*** Partner with Automation and Knowledge Management teams to streamline workflows and eliminate friction points.
* Coordinate escalations with Tier 2 and Infrastructure teams to ensure timely and effective resolution.
* Support operational readiness for new tools, scripts, and technology releases.
** Reporting & Continuous Improvement
*** Analyze service desk trends to identify training needs and process improvement opportunities.
* Drive global standardization of procedures and performance expectations.
* Conduct daily huddles and provide operational visibility to leadership.
** What You Should Bring:
*** Obsession with great customer support.
* Strong leadership, communication, and conflict-resolution skills.
* Working knowledge of ITSM platforms (e.g., Service Now), remote desktop tools, and end-user support technologies.
* Ability to build relationships, influence without authority, and drive operational improvements.
* Experience with ITIL practices and service management frameworks.
* Familiarity with automation tools and digital support technologies.
* Experience in managing support operations.
** Basic Requirements:
*** Bachelor’s degree in computer science, Information Systems, or a related technical field and 5+ years of experience in IT support or service desk roles in a corporate or global environment.
* Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.*##
** Additional Information:
*** This role will require non-standard work hours including. The shift time will be
** 11am-8pm**.  The team will need to cover weekdays, weekends, and holidays.
** Organization Overview:
** Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.

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