As the Assistant Manager, TechOps you will play a key role in ensuring that business productivity avoids gaps and service disruptions. Overseeing a local group of 2-4 TechOps administrators, you will be responsible for driving their professional growth and guaranteeing consistent, high-quality service delivery. You will play an integral role in identifying technical opportunities across our authentication centers, nationwide retail stores, and large-scale sales teams working in the field. You will build strong relationships across operational teams to help mitigate and remediate technical challenges. Proactively review, update, and optimize TechOps processes and workflows to support evolving production requirements and improve operational efficiency. This position will give you a chance to not only work with cutting edge technology, but also to explore new vendors and bring new solutions to existing business challenges.
Leadership
Lead a team of 2–4 local support administrators, providing guidance, coaching, and performance feedback.
Manage schedules and rotational on-call coverage to maintain adequate on-site and weekend support.
Partner with department leaders and serve as a trusted point of contact for critical business changes, incidents, and outages.
Develop training materials and establish targeted learning plans for direct reports.
Review assigned tickets and tasks with support administrators to ensure consistency, timeliness, and quality of work.
Maintain site inventory and ensure appropriate stock levels for all TechOps-provisioned assets and accessories.
Oversee maintenance activities and device refresh initiatives for the local site.
Support
Provide coverage and support for the direct team by owning the support workflow and ensuring tickets are addressed, delegated, or escalated within SLA requirements.
Serve as a subject matter expert and primary administrator for systems used across the environment.
Identify and communicate support trends and opportunities for operational improvement.
Document technical issues clearly and accurately in the helpdesk ticket queue (Jira Service Management).
Deliver excellent customer service, maintain transparency, and communicate priorities effectively.
Projects
Partner with Senior TechOps leadership and Engineering to establish project timelines, define objectives, and outline milestones and standard operating procedures.
Lead local site projects and delegate clearly defined tasks to support staff.
Own deep-dive investigations into technical issues involving desktops, laptops, phones, networking, MDM platforms, internal tools, automation, and cloud-based systems.
Manage vendor escalations, research solutions, and support the implementation of third-party technologies.
Enforce the Change Management SOP and follow the approval process when implementing production changes.
Facilitate equipment moves, additions, and changes across the site.
Asset Management, Auditing, and Deployments
Conduct audits of deployed and stored inventory using asset management systems.
Audit user directories and system records to validate data accuracy and alignment across platforms (e.g., identity providers, collaboration tools, and business systems).
Contribute to migrations between systems, services, vendors, and platforms.
Review knowledge base documentation regularly, update articles as needed, and ensure documentation remains accurate and useful.
Minimum Requirements:
5+ years of professional experience in Information Technology, Technical Operations, Help Desk, or a related support environment.
1+ year of experience leading, mentoring, coaching, or supervising team members.
Experience supporting end users in a complex technology environment, including troubleshooting hardware, software, and systems-related issues.
Foundational knowledge of networking concepts and troubleshooting methodologies.
Experience administering endpoint management, device management, or mobile device management (MDM) solutions.
Experience supporting identity and access management processes, including user provisioning, account administration, authentication, and access controls.
Experience supporting productivity and collaboration platforms.
Experience supporting authentication technologies, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
Strong understanding of operating systems and the ability to diagnose technical issues through log analysis, troubleshooting, and root cause investigation.
Strong analytical, problem-solving, and decision-making skills.
Excellent written and verbal communication skills, with the ability to communicate technical concepts to technical and non-technical audiences.
Demonstrated ability to manage competing priorities and perform effectively in a fast-paced, evolving environment.
Strong customer service orientation and ability to build partnerships across teams.
Curious and proactive mindset with a commitment to continuous improvement and operational excellence.
Ability to lift up to 50 lbs.
Preferred Requirements:
Experience supporting enterprise IT operations across multiple locations and a large employee population.
Experience managing a team of direct reports.
Experience troubleshooting network connectivity issues and working with protocols such as TCP/IP, DNS, and wireless networking technologies.
Experience administering Mobile Device Management (MDM) platforms such as Intune, Jamf, Workspace ONE, or similar solutions.
Experience administering Google Workspace, Microsoft 365, or comparable productivity platforms.
Experience with Identity and Access Management (IAM) solutions such as SailPoint, Active Directory, LDAP, or similar directory-based systems.
Experience supporting Single Sign-On (SSO) and Multi-Factor Authentication (MFA) technologies in an enterprise environment.
Advanced experience supporting Windows, macOS, and other enterprise operating systems.
Experience supporting distributed, multi-site, retail, fulfillment, warehouse, or logistics operations.
The expected salary range for this role is $112,000.00-$130,000.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.
The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
