IT Desktop Support Manager (Teradyne, North Reading)

Teradyne

North Reading, MA

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JOB DETAILS

SALARY

$105,600–$168,900 Per Year

SKILLS

Analysis Skills, Artificial Intelligence (AI), Atlassian JIRA, Automation, Budget Management, Business Services, Communication Skills, CompTIA - Computing Technology Industry Association, Computer Science, Continuous Improvement, Customer Service Management, Customer Support/Service, Data Analysis, Desktop Administration, Diversity, Endpoint Security, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identity Data Management, Incentive Programs, Information Technology & Information Systems, Knowledge Management, Leadership, Manufacturing Automation, Mentoring, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Onboarding, Operational Improvement, Operational Support, Operations Control, Platform as a Service (PaaS), Process Improvement, Quality Management, Quality Metrics, Sales Closing Skills, Scalable System Development, Service Delivery, ServiceNow, Team Building, Technical Support, Test Automation, User Interface/Experience (UI/UX)

LOCATION

North Reading, MA

POSTED

4 days ago

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 (http://www.teradyne.com/) 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 IT Desktop Support Manager – AI-Enabled Service Delivery plays a critical role in leading desktop support operations across the Americas while modernizing end-user services through automation, analytics, and AI-powered tools. This position partners across IT and the business to improve service quality, strengthen endpoint and security controls, and build a more efficient, data-driven support organization.

+ Lead desktop support operations across the Americas, including Tier 1–3 service delivery, service performance, and regional team development.

+ Develop AI-enabled workflows, automation capabilities, and self-service solutions that improve efficiency, reduce manual effort, and enhance the user experience.

+ Collaborate with IT and business stakeholders to modernize support services, implement data-driven improvements, and align support capabilities with business needs.

+ Build and maintain scalable processes for endpoint lifecycle management, onboarding/offboarding, knowledge management, and service quality measurement.

+ Support compliance with ITAR, data privacy, and enterprise governance requirements by enforcing secure and controlled support operations.

+ Partner with vendors, internal stakeholders, and leadership to manage budgets, drive operational insights, and continuously improve support outcomes.

+ Mentor and upskill support teams on AI tools, automation, modern support practices, and a culture of continuous learning.

+ Ensure service levels, knowledge quality, endpoint standards, and operational controls are sustained across the region.

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.

+ 5+ years of experience in IT desktop support or service desk management, including at least 2 years in a leadership or managerial role.

+ Demonstrated experience leading desktop support operations 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.

+ 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, 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 $105,600 - $168,900. 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.

#LI-KD

Current openings may involve access to export controlled technology and may be subject to export licensing requirements prior to employment. ATTENTION APPLICANTS WITH DISABILITIES: If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370-3041 or contact them at HR.Service.Center@teradyne.com for additional assistance. LitePoint, a Teradyne Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

About the Company

Teradyne

Teradyne is a leading supplier of automation equipment for test and industrial applications. Teradyne Automatic Test Equipment (ATE) is used to test semiconductors, wireless products, data storage and complex electronic systems, which serve consumer, communications, industrial and government customers. Our Industrial Automation products include Collaborative Robots used by global manufacturing and light industrial customers to improve quality and increase manufacturing efficiency. In 2017, Teradyne had revenue of $2.14 billion and currently employs approximately 4,500 people worldwide.

COMPANY SIZE

1,500 to 1,999 employees

INDUSTRY

Electronics, Components, and Semiconductor Mfg

FOUNDED

1960

WEBSITE

http://www.teradyne.com