Senior Director User Services

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.

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.

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field; Master’s degree preferred.

Pay Range:

P95-USA-1 :$187,450.00 - $267,750.00

Disclaimer:

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.