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

Teradyne· Operations / IT Infrastructure
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Hybrid (North Reading, MA)$132k - $211.3kfull-timePosted 4w ago

About the role

Senior leadership role overseeing Teradyne's global desktop, field, VIP, and A/V end-user support operations, driving modernization with automation, analytics, and AI-powered tools while managing budgets, vendor relationships, and governance.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:Desktop support leadershipBudget and vendor managementWindows, Active Directory, identity managementMicrosoft 365Endpoint management toolsAutomation and AI in ITSM

Benefits

  • 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.
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Teradyne

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