Senior Manager - Global Desktop and End-User Support (BPIT, North Reading) (North Reading, MA, US)

LitePoint; North Reading (MA); On-site; USD 132,000 - 211,000; Full time

Benefits offered by this job

Healthcare package

Retirement plan

Paid vacation

Job summary

Teradyne, a global test and automation leader, seeks a Manager, Global Desktop & End-User Support to oversee worldwide desktop, field, VIP, and A/V support. You will drive automation, AI-powered workflows, and knowledge management while mentoring multi-region teams and managing budgets and vendor relationships.

The role demands 10+ years in IT desktop support or service desk management, with 3+ years leading global teams.

Qualifications

• Bachelor's degree in IT, CS, or related field or equivalent experience.
• 10+ years in IT desktop support or service desk mgmt; 3+ years leading global teams.
• Experience managing budgets and vendor relationships for end-user computing.
• Strong knowledge of Windows, Active Directory, Microsoft 365, endpoint management and security.
• Experience driving automation, analytics, or AI in support operations.
• Familiarity with AI-enabled platforms (e.g., Microsoft Copilot) and ITSM tools (Jira/ServiceNow).
• Proven leadership, communication, and analytical skills.
• Experience in ITAR-regulated environments preferred.
• Certifications such as ITIL, Microsoft, CompTIA are a plus.

Responsibilities

• Lead global desktop, field, VIP, and A/V support operations.
• Design and deploy AI-enabled workflows, automation, and self-service solutions.
• Build scalable knowledge management and service quality metrics.
• Mentor and upskill global support teams.
• Stay current on desktop and endpoint technologies.
• Manage asset and endpoint lifecycle globally.
• Oversee budget and vendor relationships for endpoint hardware/software.
• Negotiate SLAs and report performance.
• Establish disaster recovery and business continuity plans.
• Ensure compliance with ITAR and data privacy.
• Collaborate with Helpdesk/Service Desk on ITSM tooling.

Skills

Global leadership

End-user computing

Vendor management

ITIL

AI automation

ITSM tools

Windows OS

Active Directory

Microsoft 365

Security technologies

Education

Bachelor's degree in IT/CS or related field

Equivalent experience

Tools

Jira Service Management

ServiceNow

Microsoft Copilot

Job description

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

The Manager, Global Desktop & End-User Support leads Teradyne's desktop, field, VIP, and audio/visual (A/V) support operations worldwide, owning the full lifecycle of end-user computing while modernizing service delivery through automation, analytics, and AI-powered tools. Reporting to the Head of Infrastructure & Operations and Digital Workplace, this global leader manages the desktop and end-user support budget and vendor relationships, partners closely with the Helpdesk/Service Desk organization on a shared escalation model, and continuously raises service quality, endpoint security, and support efficiency across every region.

• Lead global desktop, field, VIP, and A/V support operations, including Tier 2-3 service delivery, service performance, and team development across all regions.
• Design and deploy AI-enabled workflows, automation, and self-service solutions that improve efficiency and the end-user experience globally.
• Build and maintain scalable processes for knowledge management and service quality measurement.
• Mentor and upskill global support teams on AI tools, automation, modern support practices, and continuous learning.
• Stay current on desktop and endpoint technology and drive adoption of new capabilities across the end-user computing environment.
• Own end-user asset and endpoint lifecycle management globally (acquire, deploy, repair, collect, and retire), including onboarding and offboarding execution and user ID/access provisioning support.
• Manage the desktop and end-user support budget, and own vendor relationships and performance for endpoint hardware, software, and support tooling.
• Negotiate and manage service level agreements for desktop and end-user support; measure and report performance and drive corrective action.
• Establish disaster recovery and business continuity plans for desktop and endpoint services.
• Support compliance with ITAR, data privacy, and enterprise governance requirements through secure, controlled support operations.
• Partner with the Helpdesk/Service Desk function on shared ITSM tooling, escalation paths, and knowledge management to ensure a seamless Tier 1 to Tier 2/3 handoff.

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.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 10+ years of experience in IT desktop support or service desk management, including at least 3 years leading global or multi-region teams.
• Demonstrated experience managing budget and vendor relationships for end-user computing and support in a complex enterprise environment.
• Strong expertise in Windows operating systems, Active Directory, identity management, Microsoft 365, endpoint management tools, and endpoint security technologies.
• Experience improving support operations through automation, analytics, or AI-driven approaches.
• Familiarity with AI-enabled platforms such as Microsoft Copilot or AI-powered ITSM tools.
• Experience with ITSM platforms such as Jira Service Management or ServiceNow and related automation capabilities.
• Strong leadership, communication, and analytical skills, with the ability to translate technical capabilities into business outcomes across regions.
• Proven ability to mentor teams, guide change, and foster a culture of innovation, experimentation, and continuous improvement.
• Experience in ITAR-regulated or similarly controlled environments preferred.
• Relevant certifications such as ITIL, Microsoft, CompTIA, or security, AI, automation, or data analytics certifications are a plus.

We are only considering candidates local to position location and are unable to provide relocation for this position.

This position is not eligible for visa sponsorship.

Compensation

The base salary range for this role is $132,000 - $211,300. 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.

Benefits

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. Please click here to see details.