Opportunity OverviewThe 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 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.
- 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.
We are only considering candidates local to position location and are unable to provide relocation for this position.
This position is not eligible for visa sponsorship.
Compensation:The base salary range for this role is $105,600 - $168,900. 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. Please click here to see details.
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