Americas Desktop Support Manager; BPIT, North Reading

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Location: North Reading, MA, US

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.

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.

Teradyne is seeking an Americas Desktop Support Team Manager to lead desktop, end-user and AV/conference-room support across US and Costa Rica sites. Reporting to the Global Desktop & End-User Support Manager, this role leads approximately 12–15 technicians [confirm headcount] and owns day-to-day service delivery, executive support and regional operational performance. The manager partners with global peers to build consistent standards, cross-site coverage and a seamless employee support experience.

The position may be based in Costa Rica or at any US Teradyne site, with approximately 15–25% travel [confirm] and occasional early, late or after-hours support.

• Lead, coach and mentor the Americas support team, setting clear goals, development plans and schedules while ensuring cross-site backup and discreet executive support.
• Develop and sustain a common operating model for incidents, requests, onboarding, escalation, knowledge management and device configurations in partnership with global support leaders.
• Ensure strong SLA, customer satisfaction (CSAT) and operational KPI performance through queue balancing, dashboard reporting, escalation management and root-cause follow-up; prioritize West Coast stabilization, starting with San Jose.
• Support centralized hardware procurement and own the Americas device lifecycle, including forecasting, deployment, refresh, retirement, accurate asset records and inventory controls.
• Collaborate with facilities, vendors, Infrastructure, Network, Information Security and the Cebu Level 1 Service Desk to deliver reliable AV/conference-room support, secure devices and seamless ticket handoffs.
• Build continuous improvement through ITSM data, user feedback, shared best practices, AI adoption and automation of provisioning, ticket handling, reporting and self-service.

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.

• 10+ years of end-user, desktop or IT support experience within a large multinational organization [confirm minimum experience].
• Deep understanding of day-to-day end-user support operations, with experience supporting Windows, macOS and Microsoft 365.
• People leadership or team-lead experience, formal or informal, with the…