Opportunity OverviewTeradyne 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.
All About YouWe 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 ability to coach, mentor and develop others.
- A demonstrated track record of strong SLA and CSAT results, including experience using an ITSM platform for reporting and continuous improvement.
- Strong relationship-building and collaboration skills across sites, regions, functions and cultures.
- Strong written and verbal English communication skills, customer focus and sound judgment when handling escalations.
- A global mindset, cultural awareness and curiosity about AI and automation.
- Preferred: Experience with Microsoft Intune, Entra ID, Windows Autopilot, Microsoft Teams Rooms and conference-room AV support.
- Preferred: Experience with hardware lifecycle management, centralized procurement, multi-site standardization and AI tools such as Microsoft Copilot and Claude; knowledge of Teradyne's culture, business units and user community.
Compensation:The base salary range for this role is $104,700 - $167,500. 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. [Insert approved local benefits link before posting.]
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