Manager, Desktop Support

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. **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 Se…