Manager, Desktop Support

Photronics

. Lead global Service Desk and Level 1/Level 2 support operations to deliver timely, reliable technology support across all locations.

Posted 7/16/2026full-timeBrookfield • Connecticut • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading global Service Desk operations, managing incident prioritization, and improving IT service management practices. Proficient in device security, asset management, and vendor relationships to enhance employee support experiences.

Highest-signal resume keywords

Global Service Desk ManagementIT Service Management PracticesDevice Security StandardsVendor ManagementLeadership and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Level 1 SupportLevel 2 SupportDesktop SupportIncident ManagementProblem ManagementChange ManagementService Request ManagementAsset ManagementRoot Cause AnalysisPerformance Metrics

Soft Skills

LeadershipCoachingCommunicationCollaborationCustomer Service

Tools & Technologies

Ticketing SystemsDevice Management PlatformsSoftware Deployment Tools

Industry Keywords

Multi-Site EnvironmentCompliance PracticesVulnerability RemediationAudit SupportSelf-Service Resources

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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.
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.
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.
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.
Oversee hardware and software asset management, including inventory accuracy, license compliance, lifecycle tracking, refresh planning, disposal coordination, cost visibility, and audit readiness.
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.
Improve the employee support experience through clear communication, consistent service practices, practical self-service resources, and responsive follow-through.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Photronics Website LinkedIn All Job Openings 1001 - 5000 employees 🔧 Hardware 🤝 B2B Hardware
B2B Photronics is a global manufacturer and leader in photomask technology, producing specialized photomasks for the semiconductor (integrated circuits) and flat panel display industries. With more than 50 years of experience and 11 facilities across Asia, North America and Europe, Photronics supplies high-end and mainstream IC and FPD photomasks (including LCD and AMOLED up to generation 10. 5+) to semiconductor and display manufacturers, investing in state-of-the-art tools and partnering closely with customers to meet advanced technology requirements. Manager, Desktop Support 🔥 48 minutes ago 🏢 Brookfield – Onsite ⏰ Full Time 🟠 Senior 🔴 Lead 👔 Manager 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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.
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.
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.
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.
Oversee hardware and software asset management, including inventory accuracy, license compliance, lifecycle tracking, refresh planning, disposal coordination, cost visibility, and audit readiness.
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.
Improve the employee support experience through clear communication, consistent service practices, practical self-service resources, and responsive follow-through. 🎯 Requirements
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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Credit Portfolio Manager 🔥 12 hours ago U.S. Bank 10,000+ employees 🏦 Banking 💸 Finance 💳 Fintech Website LinkedIn All Job Openings Credit Portfolio Manager partnering with Relationship Managers to manage credit account relationships at U.S. Bank. Underwriting, managing credit risk, and expanding business relationships in the financial sector. 🏢 Brookfield – Onsite 💵 $91.4k - $111.8k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs