Sr. Team Lead, IT Support

Dorman Products
United States, Pennsylvania, Colmar
Jun 09, 2025
Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,500 employees across 29 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Publicly traded under the stock ticker DORM, reaching a revenue of $2 billion in 2024. Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman. Job Summary The Sr. Team Lead, IT Support is responsible for overseeing the daily operations of their assigned sites, ensuring timely and effective resolution of technical issues, and delivering excellent customer service to internal and external stakeholders. This role involves managing team performance, SLA compliance, and collaborating with other departments to align IT support with organizational goals. This role will initially be onsite Monday through Friday, with flexibility to work remotely one day per week once fully trained and as long as the team is fullystaffed. Primary Duties Supervise and mentor the IT Support Team, providing guidance, performance feedback, and professional development opportunities. Foster a collaborative and customer-focused team culture. Delegate tasks effectively to ensure balanced workloads and adherence to service level agreements (SLAs). Lead team meetings, training sessions, and process improvement initiatives. Monitor service desk operations to ensure timely and effective resolution of support tickets. Act as an escalation point for complex technical issues, coordinating with other IT teams when necessary. Ensure proper documentation of incidents, solutions, and best practices within the ticketing system. Evaluate and optimize support workflows to improve efficiency and customer satisfaction. Work closely with internal departments and vendors to address system issues, upgrades, and software deployments. Communicate trends, recurring issues, and customer feedback to IT management to inform strategic decisions. Assist in developing and implementing policies, procedures, and standards for IT support. Generate and analyze service desk performance metrics, identifying areas for improvement. Prepare regular reports for IT leadership, detailing team performance, SLA adherence, and incident trends. Qualifications Excellent problem-solving and logical analysis skills Strong organizational and multitasking skills. Commitment to fostering a supportive and high-performing team environment. Provides technical guidance and support to junior Field Support members and other peers. Excellent knowledge of business solutions as they relate to current business requirements. Competency in supervisory skills. Familiarity with network troubleshooting, hardware support, and ITIL frameworks. Experience with remote support tools and automation solutions. Physical Requirement: Capability to lift 20 pounds. Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one location to another, and speak and actively listen. Noise level is usually moderate. Education / Experience Bachelor's degree in Information Systems, Computer Science or a closely related discipline; or 7 to 9 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. #LI-EK1 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 Nearest Major Market: Philadelphia Job Segment: Business Process, Computer Science, Field Service, Manager, Service Desk, Management, Technology, Manufacturing, Customer Service