In-Person Technical Support Lead

Summary
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

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

Responsibilities

• Oversee daily Ask IS&T Center operations: monitor traffic, workload, incidents, and high-priority requests
• Communicate updates, procedural changes, and critical information to staff and all management levels
• Guide, train, and provide feedback to team members; assign tasks per established procedures
• Ensure timely incident resolution, smooth handovers, and KPI achievement
• Research, document, and share technology developments, new tools, and problem-resolution techniques
• Escalate issues appropriately within Apple and to external partners
• Develop new services and improvements for In Person Support
• Provide technical support including troubleshooting, impact assessment, and documentation
• Manage support cases end-to-end, advocating for users from initial contact to resolution
• Direct workflow and manage backlog for out-of-office specialists
  
  

Minimum Qualifications

• 5+ years of experience in IT Support / Service Desk / In-Person Support
• 3+ years in a lead, senior, or mentoring role
• Strong incident management and escalation handling experience
• Experience with ITSM / ticketing systems (e.g., ServiceNow or similar)
• Working knowledge of macOS, iOS, and Apple hardware ecosystem
  
  

Preferred Qualifications

• Excellent written and verbal communication skills in English
• Strong organizational skills and ability to work independently in a fast-paced environment
• Experience providing hardware and software technical support for Macs, iOSdevices, Apple Watch and Apple TV
• Experience using an IT service management or CRM system for trackingtechnical support cases
  
  

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Role Number: 200647494-0321

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