IT Desktop Support Manager (Teradyne, North Reading)

Teradyne•North Reading, MA

5d•$105,600 - $168,900•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.