End User Services Director

Lumentum Milpitas , CA 95035

Posted 7 months ago

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!

What Will You Do?

Transforming end user services as the centerpiece of IT service management (ITSM) operations is key to realizing the most important outcome; improved IT service quality across the business.

End User services are an area where Lumentum IT can truly deliver phenomenal value to our business. To make this transformation it's important for this leader to focus on a few key strategies:

  • Focus on 'shift left' incident and service request management; Enable self-service; develop and drive use of knowledge bases (FAQ's etc.), automatic software delivery and automate as many repeatable tasks/requests as possible;

  • Own the end user technology experience and be the advocate of the end user experience through IT lead changes;

  • ITIL process owner for incident management including severity incidents, change management, problem management, change evaluation and asset management;

  • Improve the information security and data loss prevention capabilities and services across all end user devices;

  • Look for opportunities to continually increase First Call Resolution at Global Helpdesk by working with each IT functional unit;

  • Implement the "Genius Bar" for ad hoc end user support;

  • Minimize the number of 'Gold' images and automate the software distribution, release management, and re-imaging processes;

  • Program and project management of key projects as well as mentoring of other project managers;

  • Develop consistent high-quality global delivery model for end user services;

  • Embrace and adopt new technologies, while balancing cost, rate of change and staff/user training;

  • Improve the quality of staff within the team through training, mentoring and hiring and evaluation of service desk resources to ensure/certify technical and methodology proficiency;

  • Implement industry leading automation solutions to provide support services to Lumentum's employees and contractors delivering a high level of responsiveness through end user access to a knowledgebase and implementation of self service;

  • Recruit for, manage, train, coach and mentor a global IT End User Services team.

These strategies, along with other best practices, will help drive toward achieving key outcomes such as improved; customer satisfaction, cost position for service desk operations and business perception of IT service quality. Driving these strategies to improve outcomes while consistently delivering day to day service expectations is the biggest challenge in this leadership role.

The position will be based on Ottawa, Canada or San Jose, California depending on candidate fit and will report to the VP of Infrastructure. The person will manage the regional end user services managers, encouraging strong customer service skills and focused on building a rapport with end users and business leaders. The individual will be responsible for End User Services strategies, road-maps, processes, procedures and systems across all Global IT regions and locations and champion standardization of the End User computing environment. This position will also develop the End User Services technology portfolio and services roadmap to industry leading help desk support models.


  • BS degree or equivalent technical experience;

  • 7+ years in direct and matrix people management with strong leadership skills, Global management experience is a plus;

  • 10+ years, professional services/helpdesk experience;

  • Knowledgeable in ITIL Service Operations and Service Transition;

  • Proficient knowledge in IT Service Desk management, software and hardware management, procurement experiences, managing budgets, project management;

  • Strong customer service skills and focus;

  • Hands on technical expertise and exposure to the whole Microsoft desktop software stack;

  • Knowledgeable in the areas of video conferencing and unified communications systems;

  • Strong presentation, verbal and written skills;

  • An organized and systematic approach to work, and high attention to detail;

  • The person must be willing to operate at all levels, including "rolling up their sleeves";

  • Ability to interact and communicate with all levels of employees including executives;

  • Ability to travel globally.

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