End User Services Manager, North America

It's fun to work in a company where people truly BELIEVE in what they're doing!  
* We're committed to bringing passion and customer focus to the business.
** If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
* Lumentum Canada was awarded the 2022 National Capital Region’s Top Employers
* for the 6th consecutive year
* and the 2022 Career Directory Canada’s Best Employers for Recent Graduates
* for the 5th consecutive year*.
*
* Position Title:

** End User Services Manager, North America
*
* Employment Type:

** Full-time
*
* Location:

** Ottawa (On-Site)
** About Lumentum
** At Lumentum, we’re building the tech behind the world’s fastest networks and most advanced systems. Our optical and photonic solutions power everything from AI and cloud computing to data centers, telecom, and advanced manufacturing.

We’re a global team of innovators working where light meets technology, solving big challenges that keep the world connected and moving forward. If shaping the future of connectivity excites you, you’ll fit right in.
** Why You’ll Love This Role
** At
** Lumentum**, we are searching for Canada’s brightest young minds engineers and innovators who want to build the
** next generation of optical technology**. If you are driven by curiosity, eager to solve real-world challenges, and excited about developing
** groundbreaking optical systems**, this is your opportunity.

Join us in
** designing the future of optical cloud & networking technology
** our advanced photonic modules power the world’s
** voice and internet traffic**, and we need
** your
* * expertise to take them to the next level. This is not just another job; this is your chance to
** define & design what’s next in photonics.
**** What You’ll Be Doing
**** Key Responsibilities
**** Regional End User Services Leadership
*** Serve as the
** primary EUS service delivery owner across NA
** locations.
* Lead a team of desktop support professionals across multiple sites, ensuring high-quality IT service delivery.
* Act as an
** escalation point
** for complex desktop issues and executive support across the region.
* Ensure adherence to ITIL-aligned processes, including incident, change, problem, and asset management, with a focus on continuous improvement and automation.
* Partner with global IT teams to implement and optimize tools such as Intune, Microsoft 365, SCCM, Ninja One, Autopilot, and Azure AD.
* Ensure consistent application of KPIs and SLAs to measure and improve service performance.
** People Leadership and Development
*** Develop and coach a geographically dispersed team, fostering a
** culture of service excellence, learning, and accountability**.
* Align regional goals with global strategies while adapting to local cultural and operational needs.
* Participate in performance management, workforce planning, and career development initiatives for direct reports.
** Cross-functional Collaboration
*** Build and maintain strong relationships with
** regional stakeholders**, including engineering, manufacturing, and site leadership.
* Partner with global EUS leaders to support
** regional implementation of global initiatives**.
* Drive engagement in digital transformation, self-service enablement, and cybersecurity awareness efforts at regional sites.
** Operational and Project Management
*** Lead or participate in
** regional and global IT projects
** that impact the end user environment.
* Contribute to budget planning, asset lifecycle management, and vendor coordination.
* Maintain and improve
** regional knowledge documentation
** and promote knowledge-sharing across sites.
** What We’re Looking For
***
* Required Qualifications:

**
* ** 7+ years
** of IT experience, including a strong background in desktop…