Manager, Desktop Support

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., 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.

• 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.
• Experience managing service performance, escalations, security or compliance support, asset management, and vendor or third-party support relationships preferred., Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field. Combination of relevant education and experience considered

Pulled from the full job description

• Health insurance
• 401(k) matching, 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.

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.