Americas Desktop Support Leader — End-User & AV

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

Benefits offered by this job

Health insurance

Growth opportunities

Job summary

Teradyne Inc. in North Reading, MA, is seeking an Americas Desktop Support Team Manager to lead end-user and AV/conference-room support across US and Costa Rica sites.

You will report to the Global Desktop & End-User Support Manager and manage 12–15 technicians, owning day-to-day service delivery, executive support and regional performance. The role requires strong leadership, ITSM discipline, and a focus on SLA/CSAT, with 15–25% travel and occasional after-hours support.

Qualifications

• 10+ years of end-user/desktop IT support in a large multinational.
• Experience supporting Windows, macOS and Microsoft 365.
• People leadership or team-lead experience.
• A demonstrated track record of strong SLA and CSAT results, including experience using an ITSM platform for reporting and continuous improvement.
• Strong collaboration skills across sites, regions, functions and cultures.
• Strong written and verbal English communication skills.
• A global mindset with curiosity about AI and automation.
• Preferred: Experience with Microsoft Intune, Entra ID, Windows Autopilot, Microsoft Teams Rooms and conference-room AV support.
• Preferred: Experience with hardware lifecycle management, centralized procurement, multi-site standardization and AI tools such as Copilot and Claude; knowledge of Teradyne’s culture.

Responsibilities

• Lead Americas desktop support team, coaching and scheduling.
• Develop and sustain a common operating model for incidents, requests, onboarding, escalation, knowledge management and device configurations in partnership with global support leaders.
• Ensure strong SLA, CSAT and KPI performance through queue balancing, dashboard reporting, escalation management and root-cause follow-up; prioritize West Coast stabilization, starting with San Jose.
• Support centralized hardware procurement and own the Americas device lifecycle, including forecasting, deployment, refresh, retirement, accurate asset records and inventory controls.
• Collaborate with facilities, vendors, Infrastructure, Network, Information Security and the Cebu Level 1 Service Desk to deliver reliable AV/conference-room support, secure devices and seamless ticket handoffs.
• Build continuous improvement through ITSM data, user feedback, shared best practices, AI adoption and automation of provisioning, ticket handling, reporting and self-service.

Skills

End-user IT support

Windows support

macOS support

Microsoft 365

People leadership

SLA/CSAT delivery

ITSM experience

English communication

AI & automation interest

Tools

Microsoft Intune

Entra ID

Windows Autopilot

Microsoft Teams Rooms

AI tools (Copilot/Claude)

Job description

Teradyne Inc. in North Reading, MA, is seeking an Americas Desktop Support Team Manager to lead end-user and AV/conference-room support across US and Costa Rica sites.

You will report to the Global Desktop & End-User Support Manager and manage 12–15 technicians, owning day-to-day service delivery, executive support and regional performance. The role requires strong leadership, ITSM discipline, and a focus on SLA/CSAT, with 15–25% travel and occasional after-hours support.