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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, Desktop Support - **Company:** PHOTRONICS INC - **Location:** Brookfield, CT, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Configuration Management Databases, Cyber Security, Desktop Computing, Issue Tracking Systems, Knowledge Management, Software Asset Management, Software Deployment, User Environment Management, Software Vulnerability Management, EndPointSecurity, Peripherals, Information Technology, Laptops - **Published:** July 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f766fb40511054e9 ## About the Role * 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 ## Description 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. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Companies to Work For in Paris: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/190-best-companies-to-work-for-in-paris-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)