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Lumentum Inc.: End User Services Manager

Lumentum Inc.

This is a Full-time position in Ottawa, ON posted September 12, 2020.

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!If you are passionate about customer service, adaptable and innovative, this role is a fit for you.

In this role, broad responsibilities include managing the North American (US & Canada) desktop supportteam and globally managing the endpoint engineering team.

Leveraging your management experience you will lead a dynamic team focused on customer service.

Experience in mentoring, growing and maximizing individual and team talents will serve you well in this role.

You will own defining the employee’s end-user experience from deploy, manage, and delivery.

Being able to understand the employee’s needs as well as keeping an employee’s first attitude.

The successful candidate will collaborate and drive positive outcomes with all their engagements.

The role also requires taking inputs from employees, the global desktop support team and leadership to define the strategy and continuous improvement activities for the endpoint engineering team.

The goal is a complete and automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.

The essential roles and responsibilities for this role are; Versed in configuration management and deploy with an industry platform such as SCCM or TaniumResponsible for implementing through modern deployment methods including inventory control, security baselining, patching, software and applications deployment, OS upgrades, etcUsing your experience with application deployment/packaging and the different technologies required to deploy new applications/services with zero end-user interaction automaticallyA leader and grower of talent able to provide the ingredients and energy needed to manage a geographically dispersed and passionate teamEffective utilization and management of staff such that milestones/goals are obtained and staff is motivated and competent.Be responsible for fleet patch management and implement it in collaboration with our information security team.

Also responsible for reporting status, action plans and strategies to meet patch service level commits through KPI’sEducating teams on the implementation of new endpoint initiatives, providing associated training as required for end-user support global teamAbility to perform on-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and implementation of corrective solutionsParticipate in the design of software-enabled service infrastructure needed to support internal and external security requirements (access control, claims rules, single-sign-on, MFA, etc.)Communicate application problems and issues to management, development teams and end-usersAssist with other duties as assigned.