Service Desk Shift Lead

Role Summary

Service Desk Shift Lead at Lilly. Manage frontline IT operations, ensure high performance, and drive continuous improvement across the global support team. Lead, coach, optimize operations, and deliver outstanding user experiences in a fast-paced environment.

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.

Qualifications

• Required: Bachelor’s degree in computer science, Information Systems, or related technical field (preferred) with 5+ years in IT support or service desk in a corporate/global environment.
• OR: High school diploma with 8+ years in IT support or service desk in a corporate/global environment.
• Eligible to work in the United States without anticipated visa sponsorship (per policy).
• Demonstrated experience in ITIL practices and service management frameworks.
• 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.

Skills

• Strong leadership, communication, and conflict-resolution skills.
• Obsessive focus on customer support and user experience.
• Familiarity with automation tools and digital support technologies.

Education

• Bachelor’s degree in computer science, Information Systems, or related field (preferred) or equivalent experience.

Additional Requirements

• Non-standard work hours; shift is 11am-8pm with coverage across weekdays, weekends, and holidays.