In-Person Technical Support Lead

In-Person Technical Support Lead

Summary

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless.Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here.

Employee Experience and Productivity (EEP) is part of IS&T and delivers some of the most widely used communication and productivity technology and services across Apple — from tools that enable collaboration to the support teams that keep Apple's workforce running. EEP also leads user experience design and research, and manages the systems behind Apple's original content studios.

The Ask IS&T Center Operations Lead is a key role within Apple’s IS&T team,responsible for managing day-to-day operations, providing technical guidance, andensuring high-quality support for Apple employees, contractors, and vendors. This rolerequires strong leadership, decision-making, and technical skills to support Apple’sglobal IT infrastructure and services

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Description

Ask IS&T Center Operations Leads have a highly developed technical skillset and awide variety of responsibilities ranging from managing and supporting the dailyoperations, making decisions regarding work assignments, workflow, and scheduling (ifadjustments are necessary). As part of IS&T Support Management, Operations Leadsare required to display excellent leadership skills and decision-making ability, along withhaving highly developed time management and prioritization skills. Members of thisteam understand the intricacies and complexities of Apple’s business as well as theoperational dependencies on various applications and services for all of IS&T supportedsystems. Operations Leads also work proactively, seeing around corners to identifyemerging high priority issues and action items impacting Apple’s business.

Preferred Qualifications

Ability to communicate clearly, concisely, and professionally across all levels of the organization—from new hires to executive management.
Apple Certified Support Professional (ACSP), Apple Certified Mac Technician (ACMT), or equivalent hardware/software certifications.
Experience in Apple Retail (e.g., Genius, Lead Genius, or Genius Admin) or premier corporate concierge/hospitality IT environments.
Practical knowledge of enterprise services, including MDM (Jamf), Single Sign-On (SSO), 802.1X wireless networking, and VPN infrastructure.
Demonstrated experience utilizing data visualization tools or analytics to identify trends, optimize workflows, and report to senior leadership.
Familiarity with inventory logistics, asset management, and vendor repair operations

Minimum Qualifications

5+ years of technical support experience in an enterprise, service desk, or customer-facing technology environment.
3+ years in a lead, supervisory, or mentorship role
Ability to deliver high-touch customer support & de-escalate sensitive situations
Deep technical knowledge and troubleshooting expertise across macOS, iOS, iPadOS, watchOS, Apple Silicon hardware, and Apple enterprise deployments.
Strong experience utilizing enterprise ticketing and service management systems (e.g., ServiceNow) to manage queues, SLAs, and incident lifecycles.
Experience managing hybrid event setups, video conferencing technologies, and real-time technical support for distributed audiences.

Experience Level

Senior Level