IS&T HelpLine Supervisor/Manager

Sacramento, California, United States
Software and Services

Summary

Posted:
Role Number: 200090381
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Are you passionate about understanding how new technologies work? Join the team that serves as Apple’s nerve center, our Information Systems and Technology group. There are countless ways you’ll contribute here, whether you are designing innovative solutions for complex problems, assisting with ongoing data security or coordinating technology needs related to product launches. Join our team, and together we’ll explore all the ways to help users continue to do their best work at Apple. 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 Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple -- how we take an order online, the experience with technology in our retail stores, how much network capacity we need around the world, the processing of every credit card an iTunes customer uses, and closing the books. IS&T does it all. We are currently looking for a highly motivated, technically savvy, experienced Help Desk Supervisor who has excellent supervisory skills to join our HelpLine management team. This is an extremely fast-paced and highly demanding environment. If you have what it takes, we would like to talk to you.

Key Qualifications

  • 3-5 years of help desk, call center, or similar Supervisory experience
  • Knowledge of and experience with ACD telephone systems, help desk metrics, and KPIs
  • Desire and ability to work as part of a global team of managers in a fast-paced, highly demanding IT environment
  • Knowledge and experience with knowledge-base systems
  • Strong incident and problem management skills
  • Strong troubleshooting and problem resolution skills
  • Knowledge of IP networking, and basic IP network troubleshooting skills
  • Conceptual understanding of multi-tiered and web-based information systems architecture, and multi-tiered application troubleshooting skills
  • Strong risk management and information security knowledge, skills, and abilities
  • Excellent English oral and written communications skills
  • Excellent interpersonal communications and customer-service skills
  • Flexibility and adaptability to thrive in a fast-paced, highly-demanding, constantly changing environment
  • Ability to maintain composure and focus in stressful situations
  • Superior time management and multi-tasking skills
  • PREFERRED SKILLS AND EXPERIENCE
  • Technical support experience with Apple products and services is preferred
  • Experience providing technical support for retail POS and other retail IT systems
  • Experience with SOX and PCI-DSS compliance
  • Experience with telephony systems
  • Advanced skills with Microsoft Excel

Description

The IS&T HelpLine provides technical support to Apple’s employees, contractors, and vendors throughout the world, 24 hours a day, 365 days a year. We support Apple’s products and services from hardware to software. We also support Apple’s world-class information technology infrastructure from the data and voice networks to each user’s Mac or iOS device…and everything in between. This is an extremely fast-paced and highly demanding internal help desk environment. In this role you will be responsible for the Supervision and help desk operations and staff, including; Incident management Major incident and problem management Scheduling and time tracking SOX and PCI-DSS compliance Asset management Technical documentation

Education & Experience

Bachelor's degree in computer science, information systems, communications or related discipline

Additional Requirements

  • Work hours are variable; weekend, holiday and on-call work required