Eli Lilly and Company · 6 hours ago
IT Service Desk Shift Lead
Indianapolis, IN
Full-time
Onsite
Mid, Senior Level
$64K/yr - $152K/yr
5+ years expEli Lilly and Company is a global healthcare leader headquartered in Indianapolis, Indiana, dedicated to making life better for people around the world. As the IT Service Desk Shift Lead, you will manage frontline IT operations, ensure high performance, and drive continuous improvement across the global support team.
BiotechnologyHealthcarePharmaceuticalHealth CareMedical
No H1B
Responsibilities
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
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
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
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
Qualification
Required
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
Obsession with great customer support
Strong leadership, communication, and conflict-resolution skills
Working knowledge of ITSM platforms (e.g., ServiceNow), 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
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
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
Benefits
Company bonus
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
Well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)
Company
Eli Lilly and Company
We're a medicine company turning science into healing to make life better for people around the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.5M2024-02-12Post Ipo Debt· $6.5M
1978-01-13IPO
Leadership Team
David Ricks
Chair, CEO
Lucas Montarce
Executive Vice President and Chief Financial Officer
Recent News
2026-02-09
2026-02-09
Company data provided by crunchbase