IT Desktop Support Manager North Reading

Position: IT Desktop Support Manager (Teradyne, North Reading)
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 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.

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Experience with ITSM platforms such as Jira Service Management or Service Now 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…