Americas Desktop Support Manager (BPIT, North Reading)

Teradyne; 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

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Location: North Reading, MA, US

We are the global test and automation specialists, powering next-generation technologies through sophisticated solutions. Behind every electronic device you use, Teradyne's test technology ensures your device works right the first time, every time! Our portfolio of automation solutions help manufacturers to develop and deliver products quickly, efficiently and cost-effectively. Together, Teradyne companies deliver manufacturing automation across industries and applications around the world!

We attract, develop, and retain a high-performance workforce, comprised of people with diverse backgrounds and a shared drive for excellence. We strive to foster a positive and inclusive work environment that helps employees, and communities, thrive.

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Opportunity Overview

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. Reporting to the Global Desktop & End-User Support Manager, this role leads approximately 12–15 technicians [confirm headcount] and owns day-to-day service delivery, executive support and regional operational performance. The manager partners with global peers to build consistent standards, cross-site coverage and a seamless employee support experience. The position may be based in Costa Rica or at any US Teradyne site, with approximately 15–25% travel [confirm] and occasional early, late or after-hours support.

• Lead, coach and mentor the Americas support team, setting clear goals, development plans and schedules while ensuring cross-site backup and discreet executive support.
• 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, customer satisfaction (CSAT) and operational 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.

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

• 10+ years of end-user, desktop or IT support experience within a large multinational organization [confirm minimum experience].
• Deep understanding of day-to-day end-user support operations, with experience supporting Windows, macOS and Microsoft 365.
• People leadership or team-lead experience, formal or informal, with the ability to coach, mentor and develop others.
• A demonstrated track record of strong SLA and CSAT results, including experience using an ITSM platform for reporting and continuous improvement.
• Strong relationship-building and collaboration skills across sites, regions, functions and cultures.
• Strong written and verbal English communication skills, customer focus and sound judgment when handling escalations.
• A global mindset, cultural awareness and 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 Microsoft Copilot and Claude; knowledge of Teradyne’s culture, business units and user community.

Compensation:

The base salary range for this role is $104,700 - $167,500. This range is a good faith estimate, and the amount of base salary will correspond with experience and skill set. This range can also fluctuate depending on demand and location.

Incentive Plan: This job is eligible for discretionary bonus(es) based on financial performance.

Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, Flexible Spending Accounts, retirement savings plans, life and disability insurance, paid vacation & holidays, tuition assistance programs, and more. [Insert approved local benefits link before posting.]

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