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 .

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.

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

Description

Ask IS&T Center Operations Leads have a highly developed technical skillset and a wide variety of responsibilities ranging from managing and supporting the daily operations, making decisions regarding work assignments, workflow, and scheduling (if adjustments are necessary). As part of IS&T Support Management, Operations Leads are required to display excellent leadership skills and decision-making ability, along with having highly developed time management and prioritization skills. Members of this team understand the intricacies and complexities of Apple’s business as well as the operational dependencies on various applications and services for all of IS&T supported systems. Operations Leads also work proactively, seeing around corners to identify emerging high priority issues and action items impacting Apple’s business.

Responsibilities

Deliver an Extraordinary Customer Experience: Champion Apple’s service ethos by maintaining an inviting, high-touch center environment; advocate for users end-to-end, resolve pain points across walk-in and appointment touchpoints, and actively monitor customer sentiment (CSAT/CSX). Lead Daily Operations & Floor Flow: Oversee day-to-day center operations, manage walk-in traffic, balance specialist workloads, and coordinate shift schedules to guarantee continuous, responsive floor coverage during peak campus hours. Coach & Mentor the Team: Provide daily direction, technical coaching, and constructive feedback to Level 1 and Level 2 specialists, fostering a collaborative culture of troubleshooting rigor and exceptional customer service. Own Escalations & Incident Resolution: Serve as the primary on-site escalation lead for complex technical challenges, business-critical issues, and executive inquiries, coordinating with IS&T engineering, IT Partners, and vendors for swift resolution. Manage Hardware & Fleet Logistics: Oversee the loaner device fleet, peripheral inventory, and repair depot handoffs to ensure zero downtime and seamless equipment availability for employees. Drive Data-Backed Continuous Improvement: Analyze monthly ticket trends, incident categories, and resolution velocity (MTTR) to identify recurring friction points, streamline operational runbooks, and report insights to IS&T leadership. Champion Events & Community Engagement: Support campus community engagement initiatives, including site pop-up clinics, Guided Setup for new hires, and technical/AV support for hybrid executive events and presentations.