Director of Global Digital Workplace Services

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!

Director of Global Digital Workplace Services

About the Role:

The Director of Global Digital Workplace Services will provide technical expertise, leadership, and support of the daily activities of the IT Digital Workplace Services Team, providing day-to-day global support for employees and their use of digital workplace technologies. This role ensures the overall service delivery is exceptional as measured by objective KPIs and dashboards. The role works closely with Teradyne’s IT functions worldwide, ensuring technology support services are delivered in a customer-focused approach.

Job Responsibilities:

The Global Digital Workplace Services Director will be responsible for leading the IT Support Services division, comprising IT Service Desk and Desktop Support.

This role will establish and refine the processes, techniques, tools, and methods used by the Global Help Desk to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate on a daily basis, with responsibility for recruiting, training and supporting Global Help Desk and Desktop support staff.

The right candidate will thrive in a hyper-growth, fast-paced environment and have a solid technical background combined with global customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

• Define and manage workplace operations processes and tools including identification and deployment of a global service desk tool across all company business units.
• Manage key relationships to ensure services are aligned and delivered to business requirements
• Set specific service level expectations and measure performance against them
• Lead efforts involving the monitoring, updating, patching, troubleshooting, and optimizing desktop systems
• Guide the implementation, continuous improvement and documentation of policies, procedures and processes for digital workplace service delivery
• Own lifecycle management (acquire, setup, deploy, repair, collect and retire) of digital workplace hardware and software.
• Seek out new technology trends that should be brought into the workplace operations team to improve business processes
• Managerial responsibilities include hiring, managing, coaching and developing team members.
• Manage services to achieve exceptional performance including but not limited to:

• VIP, desktop, field, on-site and A/V support
• Service desk and service request fulfillment
• Maintenance of user ID’s and access (IAM)
• Managed Print Services
• Cellular Services
• IT service and asset management

Requirements

• Minimum 15-years’ experience in a technical service-related field with a minimum of 7+ years proven work experience as a people manager, preferably with international experience
• Strong leadership skills. The ability to build effective global teams, balance team and individual responsibilities, and achieve goals through others not directly under the leader’s supervision
• Highly competent in change management best practices. The ability to effectively guide and sustain change in a dynamic and complex operating environment.
• Strong interpersonal skills. Ability to work across business lines at senior levels to influence and effect change to achieve common goals.
• Digital dexterity. The ability to learn and utilize digital workplace technologies to catalyze new ways of working.
• Project management experience, preferably on worldwide initiatives
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-centric mindset. Passionate about driving improvements to employee experience.
• Excellent written and verbal communications skills

Education

• BS degree in Computer Science, Information Technology or relevant field OR equivalent work experience.
• MS preferred

Work Conditions

• Some domestic and international travel required – 10% of the time
• Flexibility in hybrid workplace environment – balance of in-office and remote work options.

#LI-JL2

#LI-Hybrid