Sr. Technology Operations Manager, End User Computing And Collaboration

At CAVA we make it deliciously simple to eat well and feel good every day. We are guided by a Mediterranean heritage that’s been perfecting how to eat and live for four thousand years. We prioritize authenticity, curiosity and the pursuit of excellence in everything we do. We are working towards something big, together.

• Generosity First, Always:
  We lead with kindness. Our best work happens when we act in service of others.
• Constant Curiosity:
  We are eager to learn, grow, and explore beyond the obvious.
• Act with Agility:
  We welcome change; it’s the only constant. We embrace, adjust, adapt.
• Passion for Positivity:
  We greet each day with warmth and possibility.
• Collective Ambition:
  We have high aspirations that are achieved when we work together with a shared purpose.

We are seeking a dynamic and experienced Senior Technology Operations Manager to lead our End User Computing and Collaboration functions. The ideal candidate will be responsible for overseeing the Support Center Help Desk, AV support, Executive Support, and Collaboration tools management. This role requires a strategic leader who can deliver exceptional end user experiences, drive adoption of modern collaboration technologies, and ensure seamless day-to-day technology support for all CAVA team members across our growing organization.

• Lead and mentor a team of IT support professionals, fostering a culture of excellence, accountability, and continuous improvement in end user service delivery.
• Oversee the Support Center End User Computing and Collaboration Support Team, ensuring timely, high-quality resolution of incidents, service requests, and escalations in alignment with established Service Level Objectives (SLOs).
• Manage and optimize AV support across CAVA’s corporate offices and meeting spaces, ensuring reliable, modern audio-visual experiences for in-person and hybrid meetings.
• Provide white-glove Executive Support to CAVA leadership, ensuring executives have seamless, proactive technology assistance tailored to their needs.
• Own the strategy, administration, and continuous improvement of Collaboration tools to drive productivity and adoption across the enterprise.
• Develop and execute CAVA’s Enterprise Service Management (ESM) strategy by gathering requirements from service owners and delivering new functionality that extends ITSM best practices across HR, Facilities, Finance, and other business functions in alignment with CAVA IT standards and industry best practices.
• Develop and execute a strategic roadmap for End User Computing, including device lifecycle management, endpoint standardization, and self-service enablement to scale support with CAVA’s growth.
• Champion automation, self-service portals, and knowledge management to reduce ticket volume, improve first-contact resolution rates, and enhance the overall team member experience.
• Build and maintain strong relationships with internal stakeholders across all business units to understand their technology needs and deliver appropriate solutions.
• Manage vendor relationships for end user hardware, software, and support services, driving accountability to ensure all contractually agreed service level agreements are met.
• Lead the creation and consistent delivery of insightful monthly metrics and reporting that clearly communicates support performance, identifies trends, and highlights coaching opportunities.
• Establish and lead a monthly service review cadence with IT leadership to monitor adherence to support standards, identify areas for improvement, and drive continuous improvement initiatives.
• Partner with the Enterprise Service Management team to ensure alignment of support processes with ITSM standards and best practices.
• Act as an escalation point for critical end user issues, managing communication and resolution with urgency and professionalism.
• Lead project initiatives related to end user computing, including planning, execution, and monitoring of assigned projects.

• 7+ years of experience in IT end user support, desktop engineering, or…