Ichor’s IT infrastructure and operations team is seeking an exceptional candidate to manage its end-user computing services. The ideal candidate must be a seasoned professional with extensive experience in providing support to approximately 2000 employees globally. Strong customer service skills, a positive attitude towards assisting end users, and the ability to collaborate with cross-functional business and IT teams are essential. This position reports directly to the Senior IT Support Manager.
Summary of Key Responsibilities:
- Supervise a team of approximately 2-3 IT helpdesk staff and outsourced helpdesk services.
- Oversee and manage the helpdesk system (SMAX), including the ticketing process, resolution, and communication.
- Understand and initiate troubleshooting processes for End User Computing technologies, including PC hardware, virtualization, MS Office applications, security tools, and application performance on these devices. Maintain focus on incident prevention and service restoration.
- Ensure service level agreements are met, including initial response, resolution, and communications. Escalate critical issues to appropriate levels.
- Collaborate with the entire IT Infrastructure team in executing IT projects.
- Manage employee onboarding and offboarding, IT asset inventory, and compliance procedures for IT.
- Create process flows and documentation for internal IT workflows and user knowledge base.
- Provide support and training for the consistent and best practice usage of ITIL disciplines in support of end-user computing capabilities.
- Participate in the evaluation, planning, and deployment of enterprise tools such as Office 365, RMM tools, and endpoint security.
- Coach, mentor, and develop team members.
- A minimum of 7 years of relevant work experience as an IT Helpdesk Manager or Supervisor.
- Demonstrated people management skills, strong interpersonal abilities, and effective communication skills with meticulous attention to detail.
- Technical expertise in Microsoft platforms, helpdesk tools (preferably SMAX), RMM tools, and endpoint security tools such as CrowdStrike and Mimecast.
- Preferred experience with ITIL.
Behavioral Skills and Competencies Required:
- Leadership, accountability, and ownership are crucial to this position's success.
- Effective written and oral communication skills.
- Ability to present a professional image to management, staff, vendors, co-workers, and external contacts.
- Team player capable of working with cross-functional teams and interested in third-party system technologies.
- Ability to support both internal and external customers and explain technical issues to non-technical users.
- Self-Starter with motivation and quick learning ability.
- Strong organizational skills.
About Us
Skills Required
- Minimum 7 years of relevant experience as an IT Helpdesk Manager or Supervisor
- People management, interpersonal, communication, and organizational skills
- Technical expertise in Microsoft platforms
- Experience with helpdesk tools, preferably SMAX
- Experience with RMM tools
- Experience with endpoint security tools such as CrowdStrike and Mimecast
- ITIL experience
Ichor Systems, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ichor Systems, Inc. and has not been reviewed or approved by Ichor Systems, Inc..
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Affordable Benefits — A premium‑free medical plan fully covered by the employer is available for eligible U.S. employees, with indications of premium‑free family coverage in some contexts. Coverage breadth includes medical, dental, vision, and tax‑advantaged HSA/FSA options.
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Retirement Support — A 401(k) match of 50% on the first 8% with immediate vesting supports long‑term savings. Life and disability insurance further reinforce financial protection.
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Equity Value & Accessibility — An Employee Stock Purchase Plan at a 15% discount enables broad participation in ownership. Plan availability is described as global, subject to standard plan terms.
Ichor Systems, Inc. Insights
What We Do
We are a leader in the design, engineering, and manufacturing of critical fluid delivery subsystems and components for semiconductor capital equipment. Our product offerings include gas and chemical delivery systems and subsystems, collectively known as fluid delivery systems and subsystems, which are key elements of the process tools used in the manufacturing of semiconductor devices. Our gas delivery subsystems deliver, monitor, and control precise quantities of the specialized gases used in semiconductor manufacturing processes such as etch and deposition. Our chemical delivery systems and subsystems precisely blend and dispense the reactive liquid chemistries used in semiconductor manufacturing processes such as chemical-mechanical planarization, electroplating, and cleaning. We also provide precision-machined components, weldments, e‑beam and laser-welded components, precision vacuum and hydrogen brazing and surface treatment technologies, and other proprietary products. This vertically integrated portion of our business is primarily focused on metal and plastic parts that are used in gas and chemical systems, respectively. We are strategically located to provide the highest level of customer service and support from our program management, sales, engineering, and executive management teams. Ichor is headquartered in Fremont, California, and we have production facilities in California, Oregon, Texas, Nevada, Minnesota, Singapore, Malaysia, Korea, Mexico, and the UK, staffed by our 2000+ team members.
