TechOps Assistant Manager

The RealReal•Perth Amboy, NJ

3d•$112,000 - $130,000•Onsite

About The Position

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.

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.