Position Title: End User Services Manager, North America
Employment Type: Full-time
Location: Ottawa (On-Site)
What You'll Be DoingKey ResponsibilitiesRegional 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 ForRequired 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.
