IT Support Lead (Colmar, PA, US)

Dorman Products, a nearly $2B global supplier of aftermarket motor vehicle parts with 3,500+ Contributors and 28 sites across the globe, is seeking an IT Support Lead (referred to internally as Lead, Field Support) to join our growing team. The IT Support Lead provides a single point of escalation for site leadership to contact regarding end user support issues, system outages and maintenance within the organization's computing environment. As a site lead, this position will partner with the IT Service Operations Manager to deliver exceptional support to customers through phone, email, walkup and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. If you desire the freedom to pursue new ideas, offer different perspectives, and grow in your career, apply today!

PRIMARY DUTIES

• Provide guidance and support to Field Support members.

• Assign, manage and address second & third level support diagnostics, troubleshooting intermediate to complex issues and effectively escalating incidents.

• Define protocols, policies and processes, documenting procedures and policies, developing and implementing effective standards.

• Provide timely follow through to resolve and close problem calls.

• Ensure IT standards are followed and provide resources support for prioritized projects established by PMP (Portfolio Management Process) and/or SDLC.

• Establish strategies and implementation plans in support and deployment services for workstations, RF guns, printers and desktop software.

• Responsible for all local and remote IT site audits performed on IT owned software, hardware, data center and the controls supporting the IT infrastructure.

• Drive customer satisfaction through exceptional customer support.

• Responsible for site vendor management including independent negotiations of all contracts, fees or schedules, coordination of vendor presentations and visits, and positive relationships.

• Manage all site expansion projects for all IT infrastructure and vendor relationships/visits.

• Manage and maintain budget process and requirements.

• Interface with the IT organization to help with internal product and application solutions and rollouts.

• Work with IT Service Operations Manager in developing all reporting measures and solutions regarding resources needed to support resolutions of problems and issues.

• Provide and/or arrange resources to support all technical support for the Field Support group within guidelines defined by Sr. IT Leadership.

• Assure IT defined policies and procedures are followed and SLAs are met.

• Develop and provide technical training and coaching to other Field Support specialists; lead technical workshops.

• Consult with business unit management and personnel to identify and document business needs and objectives, current operational procedures, problems, input and output requirements, data scope, usage, formatting, and security requirements.

• Write and maintain functional specifications for business systems.

• Develop, coordinate, and implement plans to test business and functional processes during system development and quality assurance testing.

• Lead team projects that enhance the quality or efficiency of support.

• Responsible for developing and communicating user, IT Service Operations, Service Desk & Technical Service policies for products supported by Field Support group.

QUALIFICATIONS / EDUCATION / EXPERIENCE:

• Bachelor's degree from a college or university in Information Systems, Computer Science or a closely related discipline; or 5 to 7 years related experience and/or training; or equivalent combination of education and experience.

• Advanced degree a plus.

• Minimum of 5 - 7 years' business experience and customer service experience a plus.

• Strong problem-solving and logical analysis skills.

• Substantial technical background.

• Excellent knowledge of business solutions as they relate to current business requirements.

• Competency in supervisory skills.

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Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V. www.DormanProducts.com