APAC HelpLine and Training Manager

Singapore, Singapore, Singapore
Corporate Functions

Summary

Posted:
Weekly Hours: 40
Role Number:200147507
Amaze yourself. Amaze the world. A job at Apple is unlike any other you've had. You'll be challenged. You'll be inspired. And you'll be proud. Because whatever your job is here, you'll be part of something big. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job -- like everyone here -- and there's no telling what you could accomplish. The Collaboration & Productivity provides our employees with information, apps and support to stay up and running throughout their careers at Apple. We build tools and training that every employee can use to help them work more efficiently. Using data to drive end user efficiency, our eclectic team manages clients, provides internal services, creates applications, and acts as the voice of IS&T to the company. Everyone at Apple depends on our team’s communication skills, obsession over the customer experience, and attention to detail. We are currently looking for a highly motivated, technically savvy and experienced help desk and training manager who has excellent supervisory skills to join our Collaboration and Productivity management team. This is a fast-paced environment. If you have what it takes, we would like to talk to you.

Key Qualifications

  • Inspiring leadership skills with a record of building and maintaining high-achieving teams
  • Superb customer service skills
  • Five years leadership experience leading a customer service organization
  • Three years leadership experience in help desk, call center, training program or similar managerial experience
  • Excellent English oral and written communications skills
  • Flexibility and adaptability to thrive in a fast-paced, highly fast paced, constantly changing, environment
  • Ability to maintain composure and focus in stressful situations
  • Outstanding time management and multi-tasking skills
  • Strong troubleshooting and incident management skills
  • Knowledge of and experience with call center contact technologies and management systems
  • Knowledge of and experience help desk metrics and important metrics
  • Knowledge and experience with knowledge base systems
  • Strong risk management and information security knowledge, skills, and abilities
  • Knowledge of principles of adult learning

Description

The IS&T HelpLine and Training manager is responsible for two areas: the IS&T HelpLine APAC Team and the IS&T Training program in APAC. In this role, you will be responsible to direct the day to day operations of the APAC HelpLine team including all areas of incident management. In the training area, you will develop strategy and provide direction for all APAC training offerings from new-hire onboarding to web-based training. RESPONSIBILITIES - Supervision of help desk and training operations and staff - Major incident management - Scheduling and time tracking - Management of the entire lifecycle of training, from analyzing training needs to building content to delivery and evaluation - Partnership with global training leads to develop a robust training curriculum that is optimized for all learning styles - Leadership the development and implementation of creative learning experiences and of appropriate measures of success - Asset management - User documentation

Education & Experience

Bachelor's degree in Computer Science, Information Systems, Communications or related discipline Technical support and/or training experience with Apple products and services Experience providing technical support for retail POS and other retail IT systems Experience in corporate training services and industry-standard Learning Management Systems and training evaluation tools knowledge Demonstrated strong facilitation skills Experience with SOX and PCI-DSS compliance Experience with web-authoring tools and multimedia

Additional Requirements

  • - Variable
  • - Weekend, holiday and on-call work required