IT Director, End User Services

Job Summary

Dorman Products is seeking an IT Director, End User Services to join our growing organization. The IT Director, End User Services is responsible for delivering superior contributor support, maintaining a secure and efficient desktop environment, and ensuring all systems and devices are properly maintained and compliant. This role will own and manage key ITIL based processes supporting a 24/7 IT service desk. Additionally, this role serves as a senior escalation point for complex support issues and collaborates with senior leadership to drive resolution and continuous improvement. The ideal candidate combines technical expertise with leadership skills to drive operational excellence, high service levels, and continuous improvement in end user technologies.

This is a hybrid role, in our corporate headquarters in suburban Philadelphia (Colmar, PA) with the expectation to be onsite a minimum of three days per week.

Primary Duties

• Provide leadership and strategic direction for the Service Desk and Desktop Management teams.
• Ensure efficient and effective service desk operations, delivering superior customer experience and meeting SLA targets.
• Develop and maintain policies, standards, and processes related to desktop support, patching, incident management, and service request fulfillment.
• Lead the patch management strategy for desktop operating systems and third-party applications to ensure security compliance and minimal disruption.
• Collaborate with Information Security to enforce security standards, vulnerability management, and endpoint protection.
• Drive automation and standardization initiatives to optimize support processes, improve self-service for contributors, and reduce manual effort.
• Oversee vendor relationships related to desktop hardware, software, managed services, and support tools.
• Manage ITSM tools (Ivanti) to enhance service delivery and reporting.
• Develop and manage operational budgets, resource plans, and performance KPIs.
• Partner with other IT leaders to align end user services with broader technology and business initiatives.
• Lead, mentor, and develop a high-performing team.
• Own all critical incidents including IT team mobilization and consistent end user communications.   Ensure consistent RCA processes are executed.
• Drive, maintain and enforce compliance with IT General Controls required for Sarbanes Oxley (SOX). 

Education / Experience

• Bachelor’s degree in computer science, Information Technology, or related field
• 10+ years of progressive IT experience, including 5+ years in leadership roles managing desktop, patching, and service desk teams.
• Experience with IT controls for Sarbanes Oxley (SOX) regulations.
• Experience running service desk operations aligned to ITIL standards; ITIL Foundation certification preferred.
• Strong understanding of cybersecurity principles related to endpoint security, vulnerability management, and zero trust models.
• Proven experience with ITSM tools. 
• Outstanding leadership, communication, and stakeholder management skills.
• Ability to build a culture of customer service, accountability, and continuous improvement.

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