Senior IT Operations Leader: End User & Collaboration

CAVA - Support Center; Washington (District of Columbia); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Health, Dental, Vision, Telemedicine

401k with company contribution

Bonus and incentives

Free CAVA meals

Job summary

CAVA - Support Center is seeking a Sr. Technology Operations Manager to lead End User Computing and Collaboration, including the Help Desk, AV support, and Executive Support.

You will shape strategy, drive adoption of modern collaboration tools, and ensure high-quality, scalable technology services for a growing organization. You will oversee ES M initiatives, device lifecycle, and self-service enablement while partnering with IT leadership to optimize performance, reporting, and process

Qualifications

• 7+ years in IT end user support, desktop engineering, or collaboration tech, with 5+ years in management.
• 5+ years managing a ticketing system with incident/change/problem/service requests experience.
• Deep expertise in modern collaboration platforms (Microsoft 365, Teams, SharePoint, Zoom).
• Strong knowledge of ITSM frameworks (ITIL) and IT Operations best practices.
• Excellent leadership and communication skills.
• Ability to drive continuous improvement and automation for end user experiences.

Responsibilities

• Lead and mentor a team of IT support professionals to deliver exceptional end user services.
• Oversee End User Computing and Collaboration Support with SLAs and escalations.
• Manage AV support across offices and meeting spaces for in-person and hybrid meetings.
• Provide executive support with proactive technology assistance.
• Own strategy and governance of Collaboration tools to drive adoption enterprise-wide.
• Develop and execute an ES M strategy aligned with IT standards and best practices.
• Champion automation and self-service to reduce tickets and improve first-contact resolution.
• Build strong relationships with stakeholders and manage vendor relationships.

Skills

Leadership

ITIL/ITSM

Collaboration tools

Analytics

Communication

Strategic thinking

Problem-solving

Tools

Microsoft 365

Teams

SharePoint

Zoom

MDM solutions

Power BI

Tableau

Outlook

Job description

CAVA - Support Center is seeking a Sr. Technology Operations Manager to lead End User Computing and Collaboration, including the Help Desk, AV support, and Executive Support.

You will shape strategy, drive adoption of modern collaboration tools, and ensure high-quality, scalable technology services for a growing organization. You will oversee ES M initiatives, device lifecycle, and self-service enablement while partnering with IT leadership to optimize performance, reporting, and process