End User Services Manager, North America

Lumentum Operations LLC; Ottawa; On-site; CAD 75,000 - 110,000; Full time

Benefits offered by this job

Flexible time off

Health and wellness benefits

Tuition reimbursement

Free gym access

Stock options

Job summary

Lumentum is seeking an End User Services Manager, North America, to lead a regional desktop support team across NA with a focus on service excellence. You will drive ITIL-aligned processes and collaborate with global IT to optimize tools such as Intune, SCCM, and Azure AD.

Ideal candidates bring 7+ years in IT, 3+ years leading regional teams, and strong experience with Microsoft platforms. This is an on-site role in Ottawa offering competitive compensation and benefits.

Qualifications

• 7+ years of IT experience, including desktop support and end-user services.
• 3+ years managing IT teams in a regional or multi-site environment (NA).
• Proficient with enterprise Microsoft platforms/tools: Intune, SCCM, Azure AD, Office365, Windows OS, PowerShell, GPO management.

Responsibilities

• Lead as primary EUS service delivery owner across NA locations.
• Manage a team of desktop support professionals across multiple sites.
• Ensure ITIL-aligned incident, change, problem and asset management with a focus on automation.
• Collaborate with global IT teams to optimize tools and KPIs/SLAs.

Skills

End User Services

IT Leadership

Intune

SCCM

Azure AD

Office 365

PowerShell

GPOs

Education

Bachelor's degree in Computer Science/Information Technology

Tools

ServiceNow

Job description

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, NinjaOne, 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 support and end user services.* **3+ years** managing IT teams in a regional or multi-site environment, preferably in NA.* Proficient with enterprise Microsoft platforms and tools: **Intune, SCCM, Azure AD, Office365, Windows OS, PowerShell, and GPO management.*** Demonstrated experience supporting **senior executives** and resolving high-impact IT issues.* Hands-on knowledge of **ITSM platforms** (e.g., ServiceNow) and process adherence.* Proven ability to lead IT operations in fast-paced, technically diverse settings.* Fluent in English; additional regional languages are a plus.**Preferred Attributes*** **ITILv4 Foundation** or other ITIL certifications (ITILv3 certifications also considered).* Bachelor’s degree in **Computer Science, Information Technology, or a related field.*** Experience supporting **manufacturing or R&D environments.*** Ability to balance strategic planning with hands-on execution.* Operational agility and a mindset focused on **customer success and continuous improvement.*** Ability to work effectively across cultures, geographies, and functions.**Additional Information*** Occasional travel across NA sites may be required (less than 10%).* This role may require occasional work outside of normal business hours to meet operational demands.**Perks You’ll Love*** Flexible time off* Health and wellness benefits (physical and mental)* Tuition reimbursement and career growth support* A workplace built for you: free gym, games room, prayer room* Subsidized meals, free coffee/tea* Employee stock options and incentive plans* A collaborative, innovative, and inclusive culture**Salary Range: $75,000 - $110,000 CAD (flexible).**Final compensation will be determined based on factors such as experience, skills, and qualifications. In line with our commitment to being a great place to work, Lumentum offers competitive total rewards which may include annual bonus, equity, and comprehensive health and welfare benefits.**Join a Team That’s Shaping the Future**At Lumentum, we’re more than just a workplace—we’re a launchpad for creativity and innovation. We’re committed to celebrating your unique talents and helping you grow. Our guiding principles—Innovate, Engage, Deliver, Excel, and Win—aren’t just words; they’re the heart of what we do.**Let’s Build a Brighter Future Together!****We’re committed to building an inclusive workplace where everyone feels valued and empowered. We welcome applicants from all backgrounds and provide accommodations for individuals with disabilities throughout the hiring process. Your uniqueness makes us stronger, sparks creativity, and drives our success.*****Please contact us at*** ***[e-mail]*** ***to request accommodation.***