Manager, Desktop Support

PHOTRONICS INC•Brookfield, CT

2d•Onsite

About The Position

For more than 50 years, Photronics has been a global leader in photomask technology, powering the innovation behind the world’s most advanced devices. Our success is built on collaboration, quality, and the dedication of our people. We are seeking a Desktop Support Manager to lead the end-to-end delivery and standardization of global Service Desk operations, Desktop Support services, and employee computer and device support to ensure reliable, high-quality technology support across all locations. This role oversees Level 1 and Level 2 support, computer and device technologies, service delivery processes, and technical escalations while driving operational excellence, service standardization, and continuous improvement. The position combines people leadership with hands-on technical expertise, serving as the primary escalation point for complex end-user issues and partnering closely with Infrastructure, Security, Network, and Application teams to improve service quality, the employee experience, and overall support effectiveness.

Requirements

Strong knowledge of global Service Desk, Level 1/Level 2 support, Desktop Support, and end-user technology support in a multi-site environment.
Working knowledge of IT service management practices, including incident, problem, change, service request, knowledge management, ticketing discipline, and service level agreements.
Knowledge of computer and device support, standardization, deployment, troubleshooting, mobile devices, printers, peripherals, and related desktop support technologies.
Understanding of device security, vulnerability remediation, software patching, user access controls, asset management, configuration data, audit support, and compliance practices.
Experience with support platforms and tools, such as ticketing systems, device management platforms, software deployment tools, or related technologies.
Ability to improve support processes through documentation, knowledge articles, self-service resources, root cause analysis, performance metrics, and continuous improvement efforts.
Strong leadership, coaching, vendor management, communication, collaboration, and customer service skills.
8+ years of progressive experience in Service Desk, Desktop Support, End-User Computing, or related IT support environments, preferably supporting global or multi-site operations.
2+ years of experience leading technical support teams.
Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field. Combination of relevant education and experience considered

Nice To Haves

Experience managing service performance, escalations, security or compliance support, asset management, and vendor or third-party support relationships preferred.

Responsibilities

Lead global Service Desk and Level 1/Level 2 support operations to deliver timely, reliable technology support across all locations.
Manage incident prioritization, escalation, service level agreements, ticket trends, and satisfaction feedback to improve service continuity and employee experience.
Drive global standards for computers, laptops, mobile devices, printers, peripherals, operating systems, configurations, and desktop support processes.
Oversee device setup, hardware refreshes, software deployment, troubleshooting, technology transitions, and lifecycle activities to keep employees productive with minimal disruption.
Strengthen IT service management practices for incidents, problems, changes, service requests, knowledge sharing, ticketing discipline, and support workflows.
Identify root causes, reduce recurring issues, and partner with technical and business teams to ensure new or changed services are supportable before rollout.
Partner with Information Security and Infrastructure teams to support device security standards, software patching, access controls, vulnerability remediation, and compliance requirements.
Track and coordinate timely resolution of device-related risks, configuration gaps, and security or compliance issues that may affect service reliability.
Oversee hardware and software asset management, including inventory accuracy, license compliance, lifecycle tracking, refresh planning, disposal coordination, cost visibility, and audit readiness.
Maintain reliable asset and configuration data in the configuration management database or related tracking systems to support reporting, compliance, and operational decisions.
Lead, coach, and develop Service Desk and desktop support team members through clear priorities, performance expectations, accountability, and a service-focused culture.
Manage vendor, managed service provider, and third-party support relationships to ensure effective escalations, performance review, and consistent delivery against support agreements.
Improve the employee support experience through clear communication, consistent service practices, practical self-service resources, and responsive follow-through.
Communicate service updates, outages, maintenance activities, technology changes, and user-impacting issues in a clear and timely manner.