Regional IT Tech Support Lead

Elanco•Indianapolis, IN

4d•Onsite

About The Position

The Regional IT Tech Support Lead – North America is part of Elanco’s TechOps team, enabling seamless operations across headquarters, R&D, and manufacturing sites. Based on-site at Elanco Global Headquarters in Indianapolis, Indiana, the role provides hands-on technical 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 procedures and practices, monitors service quality and operational performance, and facilitates communication and knowledge sharing among site support personnel. It also supports infrastructure and end-user computing projects, deployments, equipment procurement, lifecycle management, and asset management in alignment with global standards. Hands-on duties include deskside support for Indianapolis HQ and R&D, troubleshooting, break/fix, and IMAC services across computers, mobile devices, printers, collaboration and conferencing technologies, telephony, and audiovisual services. The position collaborates with specialized IT teams on networking, wireless, endpoint security, and infrastructure incidents.

Requirements

Bachelor’s degree in Information Technology, Computer Networking, Computer Engineering, or IT Systems Engineering, or equivalent level of 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 the standardization and adoption of regional Tech Support procedures, knowledge articles, end-user support practices, EUC management, IT asset management, incident management, operational KPIs, and training practices.
Monitor regional IT service performance, operational KPIs, service-level dashboards, and end-user satisfaction, and coordinate service improvement activities with site-based support teams.
Lead Tech Support personnel and facilitate day-to-day cooperation, communication, information flow, knowledge sharing, alignment of support practices, and technical and customer-service skills development across North American sites.
Serve as a primary regional point of 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 execution according to Global TechOps standards and maintain technical documentation and SOPs.
Provide deskside and end-user technical support for Indianapolis HQ and R&D, including troubleshooting, break/fix, and IMAC services for PCs, laptops, printers, mobile devices, Windows 11, Microsoft Office, Microsoft 365, Microsoft Teams, video conferencing, telephony, and AV services.
Support local networking, wireless connectivity, endpoint security, and infrastructure-related incidents in collaboration with specialized IT teams.
Coordinate consistent IT asset management practices across North America, including asset inventories, equipment tracking, lifecycle records, and adherence to global procedures.