Regional IT Tech Support Lead

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Your Role: Regional IT Tech Support Lead - North America

As the Regional IT Tech Support Lead - North America, you will be part of the TechOps team dedicated to enabling seamless operations across Elanco Headquarters, Research & Development (R&D), and Manufacturing sites. Based on-site at Elanco Global Headquarters in Indianapolis, IN, you will deliver hands-on technical support across end-user technologies, IT infrastructure, and local IT services, while coordinating Tech Support activities across North America. In this role, you will promote consistent operational standards, effective collaboration, and continuous service improvement, bridging site-based technical teams, business stakeholders, and Global IT TechOps to advance innovative and dependable IT solutions.

Your Responsibilities:

• Regional Standards & Processes: Coordinate the standardization and adoption of Tech Support operating procedures, Knowledge Articles, end-user support practices, End User Computing (EUC) management, IT Asset Management, Incident Management, operational KPIs, and training practices across North America.

• Service Quality & Continuous Improvement: Monitor regional IT service performance, operational KPIs, service-level dashboards, and end-user satisfaction. Coordinate improvement activities with site-based Tech Support teams to promote consistent, reliable, and high-quality IT services across the region.

• Regional Tech Support Coordination: Lead Tech Support personnel and facilitate day-to-day cooperation and communication among Tech Support personnel across North American sites, ensuring effective information flow, knowledge and experience sharing, alignment of support practices, and coordination of technical and customer-service skills development.

• Global & Regional IT Coordination: Serve as a primary regional point of contact for Tech Support-related requests, changes, operational communications, and coordinated activities involving Global IT TechOps, regional sites, and business stakeholders.

• IT Infrastructure & EUC Lifecycle Management: Support global, regional, and local IT infrastructure and EUC projects, technology deployments, lifecycle management (LCM), and equipment procurement. Coordinate regional execution in alignment with Global TechOps standards, while maintaining accurate technical documentation and Standard Operating Procedures (SOPs).

• Hands-On IT Technical Support: Provide deskside and end-user technical support for Indianapolis HQ and R&D, including troubleshooting, break/fix, and Install, Move, Add, and Change (IMAC) services for PCs, laptops, printers, mobile devices (including iDevices), Windows 11, Microsoft Office, Microsoft 365 (O365), Microsoft Teams, video conferencing, telephony, and audiovisual (AV) services. Support local networking, wireless connectivity, endpoint security, and infrastructure-related incidents in collaboration with specialized IT teams.

• IT Asset Management: Coordinate consistent and reliable IT Asset Management practices across North America, ensuring accurate asset inventories, equipment tracking, lifecycle records, and adherence to established global asset management procedures.

What You Need to Succeed (minimum qualifications):

• Education: Bachelor's degree in Information Technology, Computer Networking, Computer Engineering, IT Systems Engineering, or equivalent level of experience / practical certifications.

• Required Experience: Minimum of 7 years of professional IT experience supporting end-user technologies and infrastructure in environments with 250 users, with at least 3 years of experience in technical team coordination, regional IT support operations, or cross-functional IT project execution.

• Technical Skills: Hands-on experience with end-user devices, networking, wireless technologies, video conferencing systems, digital security, asset and lifecycle management, and incident management tools such as ServiceNow.

• Core Competencies: Strong troubleshooting and problem-solving skills, with the ability to work independently, alongside proven ability to collaborate effectively with business partners, IT teams, and vendors.

What will give you a competitive edge (preferred qualifications):

• Experience working within the ITIL framework and IT service management practices.

• Prior collaboration with Operational Technology teams and business stakeholders in R&D/laboratory and manufacturing environments.

• Knowledge of regulated manufacturing and laboratory processes and IT-supported systems.

Additional Information:

• Travel: Minimal travel required (<10% annually)

• Location: Global Elanco Headquarters - Indianapolis, IN - On-Site Work Environment (primary on-site location; 80/82 sites as secondary, ad hoc locations)

• Work Schedule: Standard 8-hour day shift, Monday through Friday; some on-call or on-site support may be required to support 24/7 R&D and HQ operations.

Don't meet every single requirement? Studies have shown underrecognized groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!

Elanco Benefits and Perks:

We offer a comprehensive benefits package focusing on financial, physical, and mental well-being while encouraging our employees to pursue our purpose! Some highlights include:

• Multiple relocation packages

• Two weeklong shutdowns (mid-summer and year-end) in the US (in addition to PTO)

• 8-week parental leave

• 9 Employee Resource Groups

• Annual bonus offering

• Flexible work arrangements

• Up to 6% 401K matching

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Elanco 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

Elanco may use automated tools, including AI, to support parts of our recruitment process, such as reviewing applications against job-related criteria and/or transferrable skills. These tools help ensure a consistent, structured evaluation, but they do not make hiring decisions. All decisions involve a human reviewer. For more information on how we handle personal data, please see our Elanco Workforce Privacy Notice.