Senior IT Manager

Company Profile: 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. We foster a culture built on five core values: 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. Sr. Technology Operations Manager, End User Computing and Collaboration: 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. What You’ll Do: 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. The Qualifications: 7+ years of experience in IT end user support, desktop engineering, or collaboration technology, with at least 5+ years of management experience leading high-performing support teams. 5+ years of experience managing a ticketing system with a strong working understanding of Incident, Change, Problem, and Service Request Management. Deep expertise in modern collaboration platforms (Microsoft 365, Teams, SharePoint, Zoom) and end user computing technologies (Windows, macOS, MDM solutions). Strong knowledge of ITSM frameworks (e.g., ITIL) and IT Operations best practices. Excellent leadership, communication, and interpersonal skills. Strong problem-solving and analytical skills. Ability to think strategically and drive continuous improvement initiatives. Relentless focus on delivering a world-class end user experience through continuous service improvement, automation, process efficiency, and the streamlining of workflows to reduce friction and drive consistent experiences. Strong verbal and written communication skills. Ability to communicate technical details to both technical and non-technical audiences and at all levels of the organization. Detail-oriented mindset, self-directed and able to work with minimal supervision. Solid knowledge of office productivity and reporting applications including Outlook, Word, Excel, PowerPoint, Power BI, and Tableau. Experience working in a multi-location restaurant, retail, or hospitality environment is a plus. Relevant certifications are a plus. Physical Requirements: Ability to maintain stationary position to be able to operate a computer and other office equipment. Must be able to identify, analyze and assess details. For certain positions, must be able to occasionally move or transport items up to 50 pounds. Ability to communicate with others and exchange information accurately and effectively. Constantly positions self and move about to support ordinary restaurant or food production support or office operations, as applicable. Ability to work in a constant state of alertness and in a safe manner. What we offer: Competitive salary, plus bonus and long-term incentives* Early Wage Access!* Unlimited PTO, paid parental leave, plus paid opportunities to give back to the community Health, Dental, Vision, Telemedicine, Pet Insurance plus more! 401k enrollment with CAVA contribution Company-paid STD, LTD, Life and AD&D coverage for salaried positions* Free CAVA food Casual work environment The opportunity to be on the ground floor of a rapidly growing brand All exempt and non-exempt employees are eligible for benefits. Benefits are effective the 1st of the month following 30 days of service and you have until the day before the effective date to enroll. A new hire can enroll in our benefit program by selecting a link that is emailed directly to the new hire at their personal email address once hired. Please note that visa sponsorship is not available. The compensation range posted includes total cash. *Indicates qualifying eligible positions only CAVA - Joining "A culture, not a concept" This job description is not intended to be a comprehensive list of all the duties and responsibilities of the position, and such duties and responsibilities may change without notice. As an equal opportunity employer, CAVA considers applicants for all positions without regard to race, color, sex, religion, national origin, disability, age, height, weight, marital status, sexual orientation, familial status, genetic information or any other characteristic or protected classes as defined by federal, state, or local law. #J-18808-Ljbffr