Associate Director - Service Desk Operations

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

Organization Overview Our technology organization operates a global IT operations function spanning end-user support and application production support. The function resolves employee and customer requests across voice, chat, and self-service channels, and keeps critical enterprise applications stable and available through structured incident and problem management. We are modernizing this operating model through automation, analytics, and agentic capabilities — progressively shifting resolution closer to the user and toward self-healing, while reducing avoidable demand across both service and application streams. Key Responsibilities

• Own day-to-day service desk operations across multiple shifts — leading hands-on where required through shift leadership, quality assurance, and end-to-end delivery accountability — ensuring consistent achievement of key service measures (first-contact resolution, customer satisfaction, average handle time, and resolution quality).