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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.

End User Services

Manager, North America Full-time Ottawa (On-Site) 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.

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. 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. 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. 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. 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. ~ ServiceNow) and process adherence. ~ Fluent in English; additional regional languages are a plus. 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.

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. Flexible time off Tuition reimbursement and career growth support A workplace built for you: free gym, games room, prayer room Subsidized meals, free coffee/tea Salary Range: $75,000 - $110,000 CAD (flexible).

In line with our commitment to being a outstanding place to work, Lumentum offers competitive total rewards which may include annual bonus, equity, and comprehensive health and welfare benefits. 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; 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.

📌 Regional Service Tech Manager (Full Time) (Ottawa)
🏢 Lumentum
📍 Ottawa