Associate Director - IT Service Desk

Lilly Global It Service Desk Manager

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.

Strategic Vision For It Service Innovation

We're seeking candidates with a strategic vision for IT service innovation, proven global leadership, and a dedication to enhancing user experience. Do you have a passion for service improvement, strong leadership skills, and the ability to improve IT support and operations?

What You'll Be Doing

Lead Lilly's Global IT Service Desk by managing our Indianapolis desk, drive service delivery excellence, and optimize user experience. You'll be responsible for strategic direction, operational improvement, and fostering process innovation. Strong leadership skills are key.

In addition to leading the Indianapolis desk and growing this talent, you will be the Product Manager for the AI, automation, and phone technology supporting the Desk. With this responsibility, you'll be accountable for ensuring the technology built and supported by the Tech Enablement team is continually meeting the needs of your customers. Proper diligence of the service received (service output) from this tech is required.

How You'll Succeed

Lead with Vision and Empathy: You will build and steer a diverse, global team with a strategic approach, fostering a culture of innovation and collaboration. Your leadership will inspire others, recognizing and nurturing their strengths, and encouraging professional growth.

Champion User Experience: You'll prioritize the needs and expectations of users, employing a user-centric approach to service delivery. This involves not only understanding their needs but also advocating for solutions that enhance their interaction with IT services.

Drive Operational Excellence: Using your knowledge of IT service management processes, you will continuously seek ways to improve efficiency and effectiveness. Your goal is to optimize service delivery, ensuring responsiveness and user satisfaction.

Cultivate a Continuous Improvement Mindset: You'll foster an environment where feedback is valued and used as a springboard for growth. Encouraging process innovation and embracing standard methodologies, you will lead the team in implementing initiatives that enhance user experience and operational efficiency.

What You Should Bring

Experience in user facing operations role.

Proven track record of successfully leading and managing teams, including experience in global team management, and demonstrated ability to empower, mentor, and develop people.

Strategic Vision: Strong strategic thinking and planning skills with the ability to align IT service desk functions with broader organizational objectives.

Basic Requirements:

Bachelor's Degree in Computer Science, Information Technology or related technical field and 5 plus year experience in IT management

OR

High School Diploma/GED with 10 years of experience leading an IT service organization.

Flexibility to work outside standard business hours and availability to be on-site up to five days per week, as needed.

Will this position support sponsorship? No

Travel Percentage For This Position:

10-25%

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 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), enAble (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 $124,500 - $182,600. 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.