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
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
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
