10 Lumentum Customer Service Representative Jobs Hiring Near You

Job Summary:
Lumentum is a company dedicated to passion and customer focus. They are seeking a Senior Director of User Services to define and execute the global End User Services strategy, oversee enterprise service desk operations, and drive the adoption of emerging technologies.
Responsibilities:
• 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.
• 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.
• 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.
• 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.
• 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.
• 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:
Required:
• 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.
Preferred:
• Master’s degree preferred.
Company:
Lumentum Operations is an optical and photonic products manufacturer. Founded in 2015, the company is headquartered in Milpitas, USA, with a team of 10001+ employees. The company is currently Late Stage.