Americas Desktop Support Lead

Teradyne Inc.; North Reading (MA); On-site; USD 105,000 - 168,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Flexible Spending Accounts

Retirement savings plans

Life and disability insurance

Paid vacation & holidays

Tuition assistance

Job summary

Teradyne is seeking an Americas Desktop Support Team Manager to lead desktop, end-user and AV/conference-room support across US and Costa Rica sites. You will manage 12–15 technicians, ensure service delivery, and partner with global leaders to raise standards and cross-site coverage.

You will drive SLA, CSAT, asset lifecycle, and ongoing improvements while coordinating with facilities, security, and IT teams; travel 15–25% and potential relocation considerations.

Qualifications

• 10+ years in end-user, desktop or IT support within a large multinational
• Experience supporting Windows, macOS and Microsoft 365
• People leadership or team-lead experience
• Strong SLA and CSAT results, ITSM reporting and continuous improvement
• Strong relationship-building across sites, regions, functions and cultures
• Excellent written and verbal English communication
• Global mindset and curiosity about AI and automation
• Preferred: experience with Intune, Entra ID, Autopilot; Teams Rooms; AV support
• Preferred: experience with hardware lifecycle management and centralized procurement

Responsibilities

• Lead and mentor Americas support team across US and Costa Rica sites
• Develop and sustain a common operating model for incidents, requests, onboarding, escalation, knowledge management and device configurations
• Ensure strong SLA, CSAT and operational KPI performance with reporting and escalation management
• Oversee centralized hardware procurement and Americas device lifecycle
• Collaborate with facilities, vendors, Infrastructure, Network and Information Security for AV support and secure devices
• Drive ITSM data, best practices, AI adoption and automation of provisioning and self-service

Skills

End-user IT support

Windows/macOS support

People leadership

SLA/CSAT results

English communication

Global mindset

Intune/Entra ID/Autopilot

AI tools awareness

Tools

Microsoft Intune

Entra ID

Windows Autopilot

Microsoft Teams Rooms

ITSM platform

AI tools (Copilot/Claude)

Job description

Teradyne is seeking an Americas Desktop Support Team Manager to lead desktop, end-user and AV/conference-room support across US and Costa Rica sites. You will manage 12–15 technicians, ensure service delivery, and partner with global leaders to raise standards and cross-site coverage.

You will drive SLA, CSAT, asset lifecycle, and ongoing improvements while coordinating with facilities, security, and IT teams; travel 15–25% and potential relocation considerations.