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Global Service Desk Leader

Eli Lilly and Company
Indianapolis, Indiana
Start date
Feb 19, 2024

Job Details

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.

Organization Overview: 

At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism.

Join the forefront of IT Service Desk innovation: Empower global users, lead transformative projects, and redefine service excellence with us at Lilly.

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, drive service delivery excellence, manage vendor relationships, and optimize user experience. You’ll be responsible for strategic direction, operational improvement, and fostering innovation. Strong leadership and negotiation skills are key.

How You’ll Succeed:
  • Lead with Vision and Empathy: You will steer a diverse, global team with a strategic mindset, 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: Leveraging 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.
  • Negotiate and Manage Vendor Relationships: Your strong negotiation skills will be crucial in managing third-party suppliers, ensuring they meet service level agreements. You will build and maintain positive relationships with vendors, focusing on collaboration and mutual success.
  • Innovate and Implement Technology Solutions: With a solid grasp of current and emerging technologies, you'll be responsible for integrating innovative solutions that automate and improve IT support. Your technical acumen will guide the adoption of tools and practices that elevate service desk operations.
  • Cultivate a Continuous Improvement Mindset: You'll foster an environment where feedback is valued and used as a springboard for growth. Encouraging innovation and embracing best practices, you will lead the team in implementing initiatives that enhance user experience and operational efficiency.
What You Should Bring:


  • Experience in IT service desk management or in a similar user facing operations role.
  • Proven track record of successfully leading and managing teams, including experience in global team management, and demonstrated ability to motivate, 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.
  • Experience in developing and implementing IT service strategies and roadmaps.
  • Vendor Management:  Expertise in managing relationships with third-party IT service providers and vendors, ensuring compliance with service level agreements and contracts.
Basic Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology or related technical field
• High School Diploma/GED with 10 years of experience leading an IT service organization. 
• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position.

About the Organization:

Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we create new possibilities 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 IT 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.

Will this position support sponsorship?:


Travel percentage for this position:


Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, 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 help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.



Science has been our calling from the beginning. Colonel Eli Lilly founded the company in 1876 and charged employees to “take what you find here and make it better and better.” More than 147 years later, we remain committed to his vision through every aspect of our business and the people we serve, starting with discovering the best treatments for those who take our medicines and extending to health care professionals, employees and the communities in which we live. Moreover, you can also count on the team at Lilly to be incredibly civic-minded, supporting our communities through philanthropy, volunteerism, and a creative and innovative can-do spirit. 

Company info
893 S Delaware St
United States

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