Regional IT Tech Support Lead

US01 Elanco US Inc.; Indianapolis (IN); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Relocation packages

Two weeklong shutdowns

8-week parental leave

Employee Resource Groups

Annual bonus

Flexible work arrangements

401K matching

LI-JC1

Job summary

Elanco, a global leader in animal health, is seeking a Regional IT Tech Support Lead for North America. This on-site role in Indianapolis supports HQ and R&D with deskside and end-user IT services, incident management, and EUC lifecycle work.

You’ll lead regional teams, coordinate with Global IT Ops, and ensure high-quality IT support across North America. The ideal candidate has 7+ years in IT, strong collaboration skills, and hands-on experience with end-user devices, networking, and security.

Qualifications

• Bachelor’s degree in Information Technology, Computer Networking, Computer Engineering or equivalent experience/certifications.
• 7+ years IT experience supporting end-user technologies and infrastructure.
• Experience coordinating technical teams or regional IT support operations.

Responsibilities

• Coordinate regional IT support standards, processes and SOPs for North America.
• Monitor service performance, KPIs and customer satisfaction; drive continuous improvements.
• Lead regional tech support personnel and ensure effective cross-site collaboration.
• Serve as primary regional point of contact for IT events with Global IT TechOps and stakeholders.
• Support IT infrastructure and EUC lifecycle projects; ensure documentation accuracy.
• Provide deskside and end-user support for HQ/R&D sites including IMAC and AV services.

Skills

IT support leadership

End-user computing

Networking

Incident management

ServiceNow

Education

Bachelor’s degree in IT/related field

Tools

ServiceNow

Job description

At Elanco (NYSE: ELAN) – it all starts with animals! As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People. At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights. Making animals’ lives better makes life better – join our team today!

Your Role: Regional IT Tech Support Lead – North America

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.

Elanco Benefits and Perks

• 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
• #LI-JC1

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.

Elanco Animal Health Incorporated (NYSE: ELAN) is a global leader in animal health dedicated to innovating and delivering products and services to prevent and treat disease in farm animals and pets, creating value for farmers, pet owners, veterinarians, stakeholders, and society as a whole. With nearly 70 years of animal health heritage, we are committed to helping our customers improve the health of animals in their care, while also making a meaningful impact on our local and global communities. At Elanco, we are driven by our vision of Food and Companionship Enriching life and our Elanco Healthy Purpose™ CSR framework – all to advance the health of animals, people and the planet. Learn more at www.elanco.com.