IT On Point Support Associate

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 35,000 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.

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.

What you will be doing:

You will be the one of the leads helping to manage our world class IT On Point (ITOP) locations. You will be responsible for training and scheduling rotations of staff, arranging large meeting support, and managing operations at our Indianapolis based walk up help centers (ITOP). The ideal candidate will have expert knowledge of PC and Mac operating systems, queue management, customer user experience knowledge, and the ability to provide metrics and reporting that demonstrate the health of the ITOP service. This individual must be driven, self-motivated, and able to coach and mentor their team members. Individual must also be energetic, curious and have excellent interpersonal skills. If this describes you, we encourage you to apply.

How you will succeed:

As a leader in this area, you will bring your curiosity, advanced technical knowledge, relationship building and excellent customer service skills to help build and grow our IT on Point (ITOP) walk up centers. You will use your experience to accomplish the following:

• Lead a team of dedicated IT professionals in a fast-paced customer facing environment.
• As a lead on this team, you will bring a high learning agility and relationship building skills to understand the needs of your customers and identify opportunities to improve the service
• You will ensure that IT support staff are well-trained, they maintain certifications, are knowledgeable and are equipped with the necessary skills and tools to provide excellent and efficient support to our customers.
• Foster a culture of customer centricity and continuous improvement within the IT support team
• You will bring to bear your excellent verbal and written communicate skills to interact with customers at all levels and translate technical conversation into everyday language
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of IT support services.
• Coordinate with other IT teams to ensure that incidents and service requests are resolved in a timely and efficient manner.
• Maintain documentation to support faster resolution of incidents that occur in the future
• The successful candidate will hold themselves to the highest standard of integrity, honesty, trustworthiness, and won't be shy about speaking up when you disagree.
• Humility is a very important aspect of success; no job is too big or too small for you.

What you should bring:

• Excellent technical and non-technical communication skills
• Experiences building, and maintaining KPIs
• Certifications (Mac, iOS, Windows OS) preferred
• Strong leadership skills and ability to coach and mentor team members
• Driven and self-motivated with a passion for excellence
• Demonstrated continuous learning.
• Ability to work effectively in a fast-paced, dynamic environment.

Basic Requirements:

• Bachelor's Degree in Computer Science, Information Technology or related technical field with a minimum of 2 years of lead role experience in IT support OR
• High School Diploma/GED with a minimum of 5 years of experience in an IT support role with 2 years of lead role experience
• 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

Additional Preferences:

• Experience managing inventories and stock rotations
• Certifications (Mac, iOS, Windows OS) preferred
• Strong leadership skills and ability to coach and mentor team members
• Driven and self-motivated with a passion for excellence
• Demonstrated continuous learning.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong problem-solving skills and the ability to think creatively.
• Strong customer service orientation and a commitment to delivering exceptional customer experiences.
• Adept at building and maintaining relationships with internal stakeholders.

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 ( [email protected] ) 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.

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