North America Regional IT Tech Support Lead

Elanco US; Indianapolis (IN); Sur place; USD 95 000 - 125 000; Plein temps

Résumé du poste

Elanco US in Indianapolis, IN is seeking a Regional IT Tech Support Lead for North America. The role supports end-user technologies, IT infrastructure, and regional operations, delivering hands-on deskside service while coordinating across North America.

Based on-site at Elanco Global Headquarters, you will standardize procedures, track KPIs, and liaise with Global IT TechOps and site teams to ensure reliable IT services for HQ and R&D facilities.

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Networking, Computer Engineering, IT Systems Engineering, or equivalent experience/certifications.
• Required Experience: 7+ years in professional IT supporting end-user technologies and infrastructure for 250+ users, with 3+ years in technical team coordination or regional IT operations.
• Technical Skills: Hands-on experience with end-user devices, networking, wireless tech, video conferencing, digital security, asset/lifecycle management, and incident management tools such as ServiceNow.
• Core Competencies: Strong troubleshooting and problem-solving, able to work independently and collaborate with business partners, IT teams, and vendors.

Responsabilités

• Coordinate regional standards, processes, end-user support, EUC management, asset management, incident management, KPIs, and training across North America.
• Monitor service performance, regional KPIs, dashboards, and user satisfaction; drive improvements with site Tech Support teams.
• Lead Tech Support personnel and foster collaboration across North American sites; ensure effective information flow and skills development.
• Serve as regional point of contact for Tech Support requests, changes, and communications with Global IT TechOps and stakeholders.
• Support IT infrastructure and EUC projects, deployments, lifecycle management, and SOP documentation; align with Global TechOps standards.
• Provide deskside and end-user support for Indianapolis HQ and R&D including IMAC, devices, networking, and AV services; coordinate with specialized IT teams.
• Coordinate IT Asset Management practices across North America with accurate inventories and lifecycle records.

Connaissances

End-user Devices

Networking/Wi‑Fi

Video Conferencing

Digital Security

Asset/Lifecycle Mgmt

Incident Mgmt Tools

Formation

Bachelor's degree in IT or related field

Outils

ServiceNow

Description du poste

Elanco US in Indianapolis, IN is seeking a Regional IT Tech Support Lead for North America. The role supports end-user technologies, IT infrastructure, and regional operations, delivering hands-on deskside service while coordinating across North America.

Based on-site at Elanco Global Headquarters, you will standardize procedures, track KPIs, and liaise with Global IT TechOps and site teams to ensure reliable IT services for HQ and R&D facilities.