Global Desktop Support Manager (On‑Site)

Photronics; Brookfield (CT); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health and welfare benefits

401k with company match

Equity compensation eligibility

Annual bonus program

Job summary

Photronics in Brookfield CT is seeking an experienced IT leader to head Global Service Desk and End-User Support Operations. This on-site role focuses on delivering timely technology support across locations, managing incident prioritization, SLAs, and continuous improvement.

You will drive device standardization, ITSM practices, security and compliance collaboration, asset management, and vendor relationships, while developing a high-performing team that enhances employee experience.

Qualifications

• 8+ years in Service Desk or Desktop Support environments.
• 2+ years leading technical support teams.
• Experience supporting global or multi-site operations.
• Knowledge of ITSM practices (incidents, problems, changes).
• Understanding of security, compliance, asset management, and audits.

Responsibilities

• Lead global Service Desk and Level 1/2 support operations to deliver timely, reliable tech support.
• Manage incident prioritization, SLAs, escalation, and ticket trend analysis.
• Drive global standards for computers, devices, OS, configurations, and desktop support processes.
• Oversee device setup, deployments, lifecycle, and lifecycle activities to minimize disruption.
• Strengthen IT service management practices for incidents, problems, changes, service requests.
• Partner with Information Security and Infrastructure teams on security/compliance.
• Oversee asset and configuration management, license compliance, and audits.
• Lead, coach, and develop Service Desk and desktop teams; manage vendors/ MSPs.
• Improve user experience with clear communication and self-service resources.

Skills

Service Desk

Desktop Support

End-User Computing

IT Service Management

Incident & Change Management

Vendor Management

Leadership

Customer Service

Education

Bachelor’s degree in IT / CS / BIS

Tools

Ticketing Systems

Device Management Platforms

Software Deployment Tools

Job description

Photronics in Brookfield CT is seeking an experienced IT leader to head Global Service Desk and End-User Support Operations. This on-site role focuses on delivering timely technology support across locations, managing incident prioritization, SLAs, and continuous improvement.

You will drive device standardization, ITSM practices, security and compliance collaboration, asset management, and vendor relationships, while developing a high-performing team that enhances employee experience.