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 ITService 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.

The Global Information and Services Tech team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), en Able (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$64,500 - $151,800

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

#We Are Lilly