Global Desktop & End-User Support Leader

Teradyne; Reading (MA); Hybrid; USD 132,000 - 211,000; Full time

Benefits offered by this job

Health and well-being benefits

Retirement savings plans

Paid vacation & holidays

Tuition assistance

Job summary

Teradyne seeks a Senior Manager - Global Desktop & End-User Support to lead desktop, field, VIP, and A/V support worldwide, owning the end-user computing lifecycle and modernizing service delivery with automation and AI-powered tools.

The role reports to the Head of Infrastructure & Operations, manages budgets and vendor relationships, and drives service quality and endpoint security across regions. 10+ years in IT and strong leadership required.

Qualifications

• Bachelor's degree in IT, CS, or related field or equivalent experience.
• 10+ years in IT desktop support or service desk management with 3+ years leading global or multi-region teams.
• Experience managing budget and vendor relationships for end-user computing in a complex enterprise.
• Strong expertise in Windows, Active Directory, identity management, Microsoft 365, and endpoint security technologies.
• Experience driving automation, analytics, or AI-driven improvements in support operations.
• Familiarity with AI platforms such as Microsoft Copilot or AI-powered ITSM tools.
• Experience with ITSM platforms like Jira Service Management or ServiceNow.
• Proven leadership, communication, and analytical skills with global impact.
• ITAR-regulated environment experience and relevant certifications are a plus.

Responsibilities

• Lead global desktop, field, VIP, and A/V support operations across regions.
• Design and deploy AI-enabled workflows, automation, and self-service solutions.
• Develop scalable processes for knowledge management and service quality measurement.
• Mentor global teams on AI tools and modern support practices.
• Stay current on desktop and endpoint technologies and drive adoption.
• Oversee end-user asset and endpoint lifecycle globally (onboarding/offboarding).
• Manage budgets and vendor performance for hardware, software, and tooling.
• Negotiate SLAs and report performance with corrective actions.
• Establish disaster recovery and business continuity for desktop services.
• Ensure ITAR/data privacy compliance within supported operations.
• Collaborate with Helpdesk on ITSM tooling and escalation paths.

Skills

Leadership

Budget management

Vendor relationships

Mentoring

Communication

Analytical thinking

Multi-region leadership

AI-enabled workflows

Education

Bachelor's degree in IT/CS or related field

ITIL/ITSM or relevant certifications

Tools

Jira Service Management

ServiceNow

Microsoft 365

Endpoint management tools

AI-enabled ITSM platforms

Job description

Teradyne seeks a Senior Manager - Global Desktop & End-User Support to lead desktop, field, VIP, and A/V support worldwide, owning the end-user computing lifecycle and modernizing service delivery with automation and AI-powered tools.

The role reports to the Head of Infrastructure & Operations, manages budgets and vendor relationships, and drives service quality and endpoint security across regions. 10+ years in IT and strong leadership required.