In-Person Technical Support Lead

About the role

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? 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. Imagine what you could do here.

What you'll do

• Lead Daily Operations & Floor Flow: Oversee day-to-day center operations, manage walk-in traffic, balance specialist workloads
• Own Escalations & Incident Resolution: Serve as the primary on-site escalation lead for complex technical challenges, business-critical issues, and executive inquiries
• Manage Hardware & Fleet Logistics: Oversee the loaner device fleet, peripheral inventory
• Drive Data-Backed Continuous Improvement: Analyze monthly ticket trends, incident categories, and resolution velocity (MTTR) to identify recurring friction points
• Champion Events & Community Engagement: Support campus community engagement initiatives, including site pop-up clinics, Guided Setup for new hires

What you need

• Hardware
• Troubleshooting
• ServiceNow
• iOS

Good to have

• Networking
• Data visualisation