Share this Job

IT Service Desk Manager

Date: Jun 24, 2022

Location: Colmar, PA, US

Company: Dorman Products

Dorman was ranked as one of the fastest growing companies in the Greater Philadelphia area in 2021 by the Philadelphia Business Journal!

Dorman Products, a $1B global supplier of aftermarket automotive parts, is seeking an IT Service Desk Manager to join our growing team!   The IT Service Desk Manager is responsible for leading the Service Desk and Tier 2 support teams as well as collaborating with our business partners to provide a best in class contributor experience.  In this role, the Service Desk Manager will ensure user satisfaction with service desk response and resolution, provide insightful metrics to IT leadership, maintain policies & procedures, manage effective resource schedules, lead incident management processes, and establish effective relationships with contributors.  If you are a natural leader, have an affinity for helping people, and a genuine passion for customer service, apply today and find out what makes Dorman an industry pioneer, trusted partner, and valued brand! 


Initially this position will be onsite Monday through Friday, with the opportunity for some remote flexibility once fully trained.


Primary Duties

  • Coordinate and oversee Service Desk & Tier 2 support activities for multiple team members across multiple locations, technologies and platforms.
  • Oversee management of incident response
  • Drive post-mortems of an incident and a detailed review of root causes
  • Identify opportunities for improvement and drive change
  • Build and maintain relationships with strategic Managed Service Providers
  • Follow up on customer-satisfaction issues and user-feedback responses, consistently looking for ways to improve the contributor experience
  • Develop daily, weekly and monthly reports on team’s performance and service desk trends
  • Ensure all processes used by the service desk are thoroughly documented, audited for accuracy, and improved regularly
  • Serve as top tier escalation point for team and manage escalated issues
  • Identifies ticket trends, training and automation opportunities
  • Ensure Service Desk efficiencies, following industry best practices & ITIL standards.
  • Provide coaching and direction to team members
  • Continuously analyzes current process, technologies, and vendors to identify areas of improvement
  • Establish performance metrics and lead teams through continuous improvement initiatives


Education / Experience / Qualifications

  • BS in Computer Science, Information System or other like field or 5+ years relevant job experience
  • 3-4 years of experience in managing service desk
  • Excellent written and verbal communications skills.
  • 3+ years experience developing, measuring and implementing SLAs and KPIs for the team and supporting external partners
  • Hands on experience with level 1 and level 2 desktop support functions highly desirable 
  • Hands on experience with level 1 and level 2 field support functions highly desirable
  • Strong customer-focus and demonstrated experience working with/meeting business users’ requirements 
  • Customer-service oriented with a problem-solving attitude
  • Excellent analytical and problem-solving abilities 
  • Strong interpersonal relationship, team building, collaboration, and objective facilitation skills  


Dorman Products, Inc. is an equal opportunity employer; we value a combination of ideas, perspectives and cultures. EEO/AA Employer M/F/D/V.

Candidates must pass a background check and drug test, as applicable for the role.

Nearest Major Market: Philadelphia

Job Segment: Service Desk, Computer Science, Service Manager, Technical Support, Customer Service, Technology, Automotive