Lumentum · 1 week ago
Senior Director User Services
USA - CA - San Jose (Ridder)
Full-time
Onsite
Director/Executive
$187K/yr - $268K/yr
15+ years expLumentum is a company committed to bringing passion and customer focus to the business. They are seeking a Senior Director of User Services to define and execute the global End User Services strategy, overseeing service desk operations and driving digital workplace modernization initiatives.
Optical CommunicationSemiconductorTelecommunications
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
Qualification
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
Benefits
Annual bonus
Commission for certain sales roles
Equity
Health and welfare benefits
Company
Lumentum
Lumentum Operations is an optical and photonic products manufacturer.
10001+ employees
H1B Sponsorship
Lumentum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (11)
2023 (14)
2022 (34)
2021 (25)
2020 (31)
Funding
Current Stage
Public CompanyTotal Funding
$3.67B2025-09-04Post Ipo Debt· $1.1B
2023-06-12Post Ipo Debt· $525M
2022-03-03Post Ipo Debt· $750M
Leadership Team
Wajid Ali
Executive Vice President and CFO
Misha Rozenberg
Executive Vice President of Operations and Quality
Recent News
thefly.com
2026-01-06
MarketScreener
2025-12-15
MarketScreener
2025-12-15
Company data provided by crunchbase