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, 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 [email protected] to request accommodation.

Join us—your future starts here!