Manager, End User Services Positions in Lumentum San Jose, CA
Website Lumentum
This Jobsfunter Listing is about Lumentum in San Jose, CA 2022
About the job
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.
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!
About Lumentum-What do we do?
Lumentum (NASDAQ: LITE) is a market-leading manufacturer of innovative optical and photonic products enabling optical networking and commercial laser customers worldwide. Lumentum’s optical components and subsystems are part of virtually every type of telecom, enterprise, and data center network. Lumentum’s industrial lasers enable advanced manufacturing techniques and diverse applications, including next-generation 3D sensing capabilities. Lumentum is headquartered in San Jose, California, with R&D, manufacturing, and sales offices worldwide. For more information, visit www.Lumentum.com
Lumentum welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
About The End User Services Manager
If you are passionate about customer service, adaptable and innovative, this role is a fit for you. Leveraging your management experience you will lead a dynamic desktop support team located on San Jose. This is a customer focused team supporting a diverse business including R&D, manufacturing, and executive support. Experience in mentoring, growing and maximizing individual and team talents will serve you well in this role. Being able to understand the employee needs as well as keeping an employee first attitude is sessential. The successful candidate will collaborate and drive positive outcomes with all their engagements. The essential roles and responsibilities for this role are;
- Deliver on service commitments and be the escalation point for the delivery of End User Services for Lumentum’s San Jose Offices.
- Primary owner for service delivery to executives and senior staff.
- Ability to perform on-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and implementation of corrective solutions
- Be a leader and grower of talent who is able to provide the ingredients and energy needed to manage a geographically dispersed team.
- Effective utilization and management of staff such that milestones/goals are obtained and staff is motivated and competent.
- Evaluates performance regularly to ensure a high level of client satisfaction, quality and issue resolution at the earliest possible instance, while ensuring that the team’s key service level agreements and KPIs are achieved
- Build and maintain good working relationships with customers, suppliers, and other technical teams
- Communicate application problems and issues to senior management, development teams and end-users
- Assist with other duties as assigned.
What experience will allow you the greatest success in this role?
- 7+ years in related fields
- 5 years’ experience with various Microsoft workloads; Intune, Tanium, SCCM, MS Azure, Active Directory, Office365, Windows Autopilot, Windows Analytics, SQL Server, GPO Management, Windows Desktop Operating Systems, Windows PowerShell, AD and GPO management
- 3 to 5 years of managing a high performing team and ability to coach and develop individuals to reach their career goals
- Demonstrated experience and responsibility supporting executives and other senior staff on a day to day basis.
- Balances demand management for multiple complex simultaneous projects, operational enhancements, break-fix, and maintenance requests
- Provides strategic guidance for planning projects and operational support
- Ensure team adherence to all team, account, and client policies and procedures.
- Experience with traditional and modern IT processes, tools and solutions, change management is key and positive employee outcomes
- Responsibilities may require a work schedule that may include working outside of “normal” work hours, to meet business demands
- Engage on a ‘customer first’ process demonstrating an ability to adapt and provide feedback on conceptual mock-ups and process maps
- Ability to communicate effectively with clarity to convey end-user requirements and issues to senior management
- Knowledgebase documentation skills
- Travel is infrequently required and characterized as less than 10%
Required/Preferred Education
- Bachelor degree in computer science or related degree
- ITILv4 Foundation or other ITILv4 certification
- Prior ITILv3 certificates
Company: Lumentum
Vacancy Type: Full-time · Mid-Senior level
Job Location: San Jose, CA
Application Deadline: N/A
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