Associate Director - Service Desk Operations
Eli Lilly and Company (company site, opens in a new tab)12+ yrsHyderabadOn-siteDirect career pageEst. 35–55 LPA
Posted 16h ago
Reach people at Eli Lilly and Company
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at Eli Lilly and Company you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- Lead and manage day-to-day service desk operations across multiple shifts, ensuring achievement of key metrics such as first-contact resolution, customer satisfaction, average handle time, and resolution quality.
- Own operational readiness and transition of new capabilities including tooling, access, infrastructure, workspace, workforce scheduling into steady-state operations within committed timelines.
- Design and implement tiered support models to shift resolution toward self-service and automation, strengthen incident and problem management, and drive targeted actions from insight analysis of demand drivers.
Minimum Requirements
- 12+ years in IT operations with hands-on leadership of front-line service desk (L1) and management of L2/L3 production support.
- Technical support experience including incident triage and root cause analysis; technical grounding in at least one scripting/programming language (Python, Java, PowerShell or equivalent) and familiarity with APIs and IT infrastructure basics.
- Strong experience with ITIL-aligned incident and problem management, plus working knowledge of SRE principles and ITSM platforms such as ServiceNow.
- Location requirement: Hyderabad; must support 24x7 operations with flexibility for shifts including nights; proven people leadership and experience driving technology adoption and operational change.
Ideal Candidate Profile
- Experienced in managing complex, multi-shift IT service desk and production support environments with a focus on measurable service outcomes and operational efficiency.
- Strategic operator who can drive adoption of automation, AI-assisted tools, and modern ITSM practices to evolve support models toward self-service and reduce demand.
- Skilled at stakeholder management and delivering results without relying on positional authority, capable of leading hands-on during transitions and scaling leadership oversight as operations mature.