Manager, Desktop Support

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

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.

Location

Brookfield CT Office. This is an on‑site position, and we are not open to remote candidates at this time.

Travel

Occasional travel, approximately 5–10%, may be required.

Responsibilities

Service Desk & End‑User Support Operations

• 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.

Computer and Device Standardization & Desktop Support

• 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.

IT Service Management & Continuous Improvement

• 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.

Security Vulnerability & Compliance Support

• 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.

Hardware, Software & Configuration Asset Management

• 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.

Team Leadership & Vendor Management

• 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.

User Experience & Communication

• 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.

Qualifications

Knowledge, Skills & Abilities

• 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.

Experience

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

Education

Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field. Combination of relevant education and experience considered.

Why Photronics

• Be part of a global technology leader driving innovation for the world’s biggest tech companies.
• Work in a collaborative, growth‑focused environment where your expertise will have a real impact.
• Enjoy stability, challenge, and opportunity at a company with more than 50 years of proven success.
• Competitive salary and annual bonus program.
• Equity compensation eligibility.
• Full suite of health and welfare benefits.
• 401k with company match.

Equal Opportunity Statement: We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. We are committed to providing reasonable accommodation for team members’ disabilities and religious beliefs or practices.

Agency Notice: Photronics does not accept unsolicited resumes or outreach from search firms or employment agencies. Please, no phone calls or emails to any employee regarding this opening. Resumes submitted outside of our approved agency engagement process will be considered the sole property of Photronics, and no fees will be paid if such candidates are hired. Only agencies with a valid agreement in place with Photronics and assigned to this role may submit candidates.