Global Employee Contact Centre \u2013 Service Lead

Job Description Note: Roles are posted at the lowest level of a band however, employees should search across all levels of the band to identify all opportunities. Employees hired on banded positions (e.g., P1u2013P3, R1u2013R2, B1u2013B3, etc.) transfer at their current level, despite the level indicated on the job posting. Key Responsibilities Operations & Execution - Oversee real-time ticket volume, queue management, and staffing coverage to ensure service continuity. - Monitor and act on key performance indicators such as CSAT, first-contact resolution, and average handle time. - Collaborate with Workforce Management to ensure optimal scheduling and shift rotations. Team Leadership & Coaching - Lead and manage a team of Tier 1 and Tier 1.5 IT support agents across multiple shifts and geographies. - Provide regular coaching, feedback, and mentorship to foster individual and team growth. - Conduct performance reviews and support career development pathways for team members. Cross-Functional Collaboration - Partner with Automation and Knowledge Management teams to streamline workflows and eliminate friction points. - Coordinate escalations with Tier 2 and Infrastructure teams to ensure timely and effective resolution. - Support operational readiness for new tools, scripts, and technology releases. Reporting & Continuous Improvement - Analyze service desk trends to identify training needs and process improvement opportunities. - Drive global standardization of procedures and performance expectations. - Conduct daily huddles and provide operational visibility to leadership. Tools & Technology - Proficient in ITSM tools like ServiceNow - Ensure accurate documentation and knowledge base updates. - Leverage automation and AI tools to enhance service efficiency. Qualifications - Bacheloru2019s degree in information technology or a related field (preferred). - 8 + years of experience in IT support, with at least 2 years in a leadership or team lead capacity. - Proven track record of managing performance and driving operational success in a global support environment. - Availability to work flexible work hours is/may be required.u00A0This team will support continuous operations across two shifts and therefore, this roleu00A0will require non-standard work hours, and some work on weekends and holidays.u00A0 Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable. Skills & Expertise - Strong leadership, communication, and conflict-resolution skills. - Expertise in ServiceNow, workforce management tools, and agent performance monitoring platforms. - Comfortable working across time zones and managing geographically distributed teams. - Ability to build relationships, influence without authority, and drive operational improvements. - Support transition and early life support for new services or business units. - Understand and adapt to cultural and regulatory challenges. Preferred Skills - Experience with ITIL practices and service management frameworks. - Familiarity with automation tools and digital support technologies. - High intellectual curiosity and a passion for continuous improvement and innovation. - Experience in managing support operations in a hybrid or cloud-native environment. Additional Information - Travel Requirement: 10u201325% - No, of positions for this role: 02 Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form () for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response. Lillyu00A0does 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. #WeAreLilly