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/Infrastructure Service Manager
If you are passionate about customer service, adaptable and innovative, this role is a fit for you. In this position, you will be responsible for leading the front line IT desktop support team for our Bangkok facility and partnering with our network and compute infrastructure teams. This partnership also provides technical opportunities for the desktop support team to learn and gain career skills as they assist with tasks in the networking and compute area. Thus being the local representative for the IT infrastructure team. The person who fills this role will be a great team player and collaborator to demonstrate value across the global infrastructure organization. This role is a component of 24/7 operations and as such work outside normal business hours can be expected to accomplish tasks and meet project timelines.
Acting in a player/coach role means you will need to work at both the leadership and when required as a technical resource to help and train your team. This requires active participation in the technical work begin performed by the infrastructure teams onsite and globally. Responsibilities include prioritizing local desktop support for employees and manufacturing team members and their computer systems. This role will leverage your past experience managing the desktop support and leverage your experiences in networking, virtualization and server management. Although the focus is with the local team, you will be participating in and influencing continuous improvement across our global teams. In addition, this will will require experience in mentoring, growing and maximizing individual and team talents. You will own and be empowered for front line IT service delivery for the local site. The ideal candidate is able to demonstrate ability and prior work brining issues, improvements back to the global team as part of our continuous improvement activities. Having a positive attitude and being a collaborative team player that strives for positive outcomes is required in this role. These activities require inputs from employees, the global desktop support team and leadership to define the strategy and continuous improvement activities for team.
Duties and Responsibilities
Manages the IT professionals in the desktop support team. Assigns staff and schedules workload. Manages staff compensation, performance management, training, and development.
Possess excellent communication skills to be able to share ideas and direction in with team members and leadership groups.
Ability to perform on-site and remote analysis, diagnosis, and resolution of complex desktop, network and compute problems. Not only assisting end-users but teaming with network and system administration team to solve basic issues and tasks.
Leverage your experience to diagnose and repair faults in data/network delivery to endpoints by being able to work with the team to troubleshoot, install and configure ethernet connectivity end to end.
Increase familiarity and document standard operating procedures to empower desktop team to support local tier 1 networking and system administration activities.
Assures project and service requests are within agreed cost, schedule, and scope, demonstrating and communicating effective and appropriate prioritization
Performs basic support functions including installing PCs, laptops, PDAs, printers, peripherals, and office automation software; diagnosing and correcting desktop application problems, configuring laptops and desktops for standard applications and identifying and correcting end user hardware problems, and performing advanced troubleshooting.
Assist in providing first tier support for both network and system administration functions at the site.
Establishes and supports operational metrics with external providers to evaluate service levels.
A leader and grower of talent able to provide the ingredients and energy needed to manage a geographically dispursed and passionate team.
Provide assistance with setup of VoIP telephone systems and maintenance
Manager local printer and application support as required.
Contributes positively to team, department, and organizational morale and environment.
Develops, prioritizes, and executes Desktop roadmap and project portfolios. Assists with project planning as necessary. Negotiates involvement and timing. Keeps informed of plans, issues, and potential problems
Provides feedback to Endpoint Engineers on desktop related support as necessary. Collaborates effectively with supporting departments and teams. Contributes positively to team, department, and organizational morale and environment.
Communicate application problems and issues to management, development teams and end-users
Communicates with other managers to learn about implications of other projects and scope of involvement. Keeps informed of IT department projects.
Implements guidelines for technology deployment/lifecycle that are needs based and consistent with strategy, economic analysis, and operational impact assessments. Ensures end-user needs are met, the service is easy to engage, and the service is enjoyable to all defined and acceptable levels.
Demonstrates customer service focus by not only providing good service and considering the effect of all actions on internal and external customer service, but always looking for ways to improve service.
Educating teams on the implementation of new endpoint initiatives, providing associated training as required for end-user support global team
Performs miscellaneous responsibilities and duties as assigned.
What experience will allow you the greatest success in this role?
7-10 years in related fields, providing similar support for a company of similar size and scope.
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 understanding of IP protocols, and experience with Cisco products and commands/management
Understanding of voice technologies, configuration/installation of equipment in data center and wiring closets/IDFs.
Experience with multiple client and server operating systems, their operation and configuration both physical and virtual with both Windows and Linux systems.
Balances demand management for multiple complex simultaneous projects, operational enhancements, break-fix, and maintenance requests
Successful candidate possesses working knowledge of the role and can actively and independently apply to tasks, engagements and projects
A thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products and administration
In addition knowledge of Anti-Virus, Internet Browsers, Desktop Imaging, Internet connectivity
Experience with traditional and modern IT processes, tools and solutions, incident, request, and change management required
Responsibilities may require a work schedule that may include working outside of "normal" work hours, to meet business demands
Experience with engaging 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
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 commercial lasers enable advanced manufacturing techniques and diverse applications including next-generation 3D sensing capabilities. Lumentum is headquartered in Milpitas, California with R&D, manufacturing, and sales offices worldwide. For more information, visit www.lumentum.com.
Lumentum is an Equal Opportunity Employer, EOE/Minorities/Females/Veterans/Disability.