Regional IT Tech Support Lead

Elanco • Indianapolis, IN

2d • Onsite

About The Position

The Regional IT Tech Support Lead – North America is part of Elanco’s TechOps team, enabling operations across company headquarters, Research & Development, and manufacturing sites. Based on-site at Elanco Global Headquarters in Indianapolis, Indiana, the role provides hands-on support for end-user technologies, IT infrastructure, and local IT services while coordinating Tech Support activities across North America. The lead promotes consistent operational standards, collaboration, and continuous service improvement, connecting site-based technical teams, business stakeholders, and Global IT TechOps.

The role coordinates regional support standards and processes, monitors IT service performance and user satisfaction, facilitates communication and skills development among regional support personnel, and serves as a regional point of contact for TechOps-related activities. It also supports IT infrastructure and end-user computing projects, technology deployments, equipment procurement, lifecycle management, asset management, and technical documentation.

The position provides deskside and end-user support for Indianapolis Headquarters and R&D, including troubleshooting, break/fix, and install, move, add, and change services. Supported technologies include PCs, laptops, printers, mobile devices, Windows 11, Microsoft Office and Microsoft 365, Microsoft Teams, video conferencing, telephony, and audiovisual services. The role also supports local networking, wireless connectivity, endpoint security, and infrastructure incidents in collaboration with specialized IT teams.

The role is primarily on-site in Indianapolis, with secondary, ad hoc locations identified as 80/82 sites. The schedule is a standard eight-hour day shift, Monday through Friday. Some on-call or on-site support may be needed to support 24/7 R&D and headquarters operations. Travel is minimal, at less than 10% annually.

Requirements

• Bachelor’s degree in Information Technology, Computer Networking, Computer Engineering, or IT Systems Engineering, or equivalent experience or practical certifications.
• At least 7 years of professional IT experience supporting end-user technologies and infrastructure in environments with 250 or more users.
• At least 3 years of experience in technical team coordination, regional IT support operations, or cross-functional IT project execution.
• 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.
• Strong troubleshooting and problem-solving skills, with the ability to work independently.
• Ability to collaborate effectively with business partners, IT teams, and vendors.

Nice To Haves

• 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.

Responsibilities

• Coordinate standardization and adoption of Tech Support procedures, knowledge articles, end-user support practices, End User Computing management, IT Asset Management, Incident Management, operational KPIs, and training practices across North America.
• Monitor regional IT service performance, operational KPIs, service-level dashboards, and end-user satisfaction.
• Coordinate service improvement activities with site-based Tech Support teams to promote consistent and reliable regional IT services.
• Lead Tech Support personnel and facilitate day-to-day cooperation and communication among personnel at North American sites.
• Promote information flow, knowledge sharing, alignment of support practices, and development of technical and customer-service skills.
• Serve as a primary regional contact for Tech Support requests, changes, operational communications, and coordinated activities involving Global IT TechOps, regional sites, and business stakeholders.
• Support global, regional, and local IT infrastructure and EUC projects, technology deployments, lifecycle management, and equipment procurement.
• Coordinate regional project execution in alignment with Global TechOps standards and maintain technical documentation and Standard Operating Procedures.
• Provide deskside and end-user technical support for Indianapolis Headquarters and R&D, including troubleshooting, break/fix, and IMAC services.
• Support PCs, laptops, printers, mobile devices, Windows 11, Microsoft Office, Microsoft 365, Microsoft Teams, video conferencing, telephony, and audiovisual services.
• Support local networking, wireless connectivity, endpoint security, and infrastructure incidents in collaboration with specialized IT teams.
• Coordinate consistent IT Asset Management practices across North America, including accurate inventories, equipment tracking, lifecycle records, and adherence to global procedures.

Benefits

• Multiple relocation packages
• Two weeklong shutdowns in the US, one in mid-summer and one at year-end, in addition to PTO
• Eight-week parental leave
• Nine Employee Resource Groups
• Annual bonus offering
• Flexible work arrangements
• Up to 6% 401(k) matching

What This Job Offers

• Job Type: Full-time
• Career Level: Senior