Senior Director User Services
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Job Location:
San Jose, CA - USA
Monthly Salary:
$ 187450 - 267750
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Were committed to bringing passion and customer focus to the business.
If you like wild growth and working with happy enthusiastic over-achievers youll enjoy your career with us!
Key Responsibilities
Strategic Leadership & Vision
Define and execute the global End User Services strategy to support business growth workforce productivity and operational resilience.
Partner closely with CIO CISO HR Facilities and business leaders to advance digital workplace modernization and employee experience initiatives.
Lead the transition toward automation self-service and AI-driven support models.
Develop multi-year roadmaps for device lifecycle management collaboration tools endpoint modernization and service delivery optimization.
Operational Excellence
Oversee enterprise service desk operations ensuring consistent and measurable service levels rapid issue resolution and customer satisfaction.
Manage endpoint engineering teams responsible for device imaging patching configuration management mobility and endpoint security hardening.
Implement and mature ITIL-aligned processes (incident problem change asset and knowledge management).
Establish performance metrics dashboards and KPIs to optimize service quality and resource utilization.
Technology & Innovation
Drive adoption of emerging technologies including AI support agents automated remediation virtual desktops and zero-touch provisioning.
Lead the strategy and governance for collaboration and communication platforms (e.g. Microsoft 365 Teams).
Partner with Enterprise Architecture and Infrastructure teams to ensure scalable secure and resilient end-user solutions.
Cybersecurity & Risk Management
Ensure endpoint environments comply with corporate security regulatory and privacy requirements.
Collaborate with the security organization on vulnerability remediation endpoint protection identity management and secure access initiatives.
Conduct regular risk assessments and implement controls to safeguard enterprise assets.
Financial & Vendor Management
Develop and manage operating budgets capital plans and vendor partnerships for devices software and managed services.
Evaluate and negotiate contracts and service-level agreements with suppliers and partners.
Optimize licensing asset lifecycle and procurement processes to control costs while improving service quality.
Leadership & People Management
Lead mentor and grow high-performing global teams across service desk endpoint engineering and end-user support.
Foster a culture of accountability customer-centricity continuous improvement and innovation.
Build strong partnerships across IT business units and external partners.
Qualifications
15 years of progressive IT leadership experience with significant responsibility over end-user computing service delivery or digital workplace functions.
Proven track record modernizing enterprise-scale end-user environments.
Deep experience with Microsoft 365 endpoint management platforms collaboration tools and ITSM ecosystems (ServiceNow preferred).
Strong understanding of cybersecurity principles identity management and compliance frameworks.
Exceptional leadership communication and organizational skills.
Ability to influence senior executives and drive cross-functional initiatives.
Bachelors degree in Information Technology Computer Science Business or related field; Masters degree preferred.
Pay Range:
P95-USA-1 :$187450.00 - $267750.00Disclaimer:
Final base salary for the successful candidate will depend on multiple factors including but not limited to job location where work will be performed qualifications work history and relevant experience. With our continual goal of making Lumentum a best place to work for our employees we strive to offer employees competitive total compensation packages which may include annual bonus commission for certain sales roles equity and health and welfare benefits.
Required Experience:
Exec
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
About Company
NeoPhotonics is now part of Lumentum Learn more about us and our portfolio of best-in-class photonics.
