WW Retail Online Desktop Support Manager

Austin, Texas, United States
Apple Retail


Weekly Hours: 40
Role Number:200270677
The people here at Apple don’t just build products — we craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that supports 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. Imagine what you could do here at Apple. New insights have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring your enthusiasm and dedication to your job and there's no telling what you could accomplish! This Austin-based Manager will lead a team of technicians from around the world who are responsible for the workstation and device needs of Retail Online. By ensuring the right hardware deployment, software distribution, and security posture throughout the Retail Online organization, you will facilitate delivery of a world-class customer experience. The Retail Online team is looking for a Desktop Support Manager with a record of respected leadership, delivering high-quality results on time, taking ownership of issues and tasks, and making the hard calls. We are in need of a creative problem-solver, a dedicated worker, well-organized, and eager to go above and beyond to get the job done. This role is located on our campus in Austin, TX.

Key Qualifications

  • 3 years or more experience managing teams, preferred in contact center and/or internal help desk
  • Demonstrated capabilities following ITIL or similar models of IT service management
  • Superb communication skills (written, verbal, and presentation)
  • Experience in driving process improvements
  • Comfort and awareness managing international and remote teams
  • Experience leading technicians who support Mobile Device Management (MDM) and hardware repair processes


The Desktop Support Manager will manage in a highly matrixed environment, setting the worldwide processes and goals and KPIs, and partnering with regional managers to facilitate execution and personal development. You will collaborate with product managers, IS&T, contact center managers to ensure that our hardware standards are kept up to date and employees have the equipment to be able to perform at their peak. You will focus on personal development planning that supports key talent and addresses evolving technological trends. Key responsibilities include: Directly manage team of Desktop Support technicians in AMR; matrixed responsibility for similar technicians in multiple locations around the world Lead these teams to establish processes to support Apple Retail Online for all Desktop Support issues, including hardware procurement; spend management; software distribution; MDM; information security at the hardware endpoint; break-fix repairs; end-of-life disposal Demonstrate Retail Online leadership in the areas of MDM policy and enhancements and Information Security Support processes for seamless flow across Retail Stores, Retail Customer Care, AppleCare environments Contribute to and facilitate regularly scheduled technical reviews with stakeholders Closely watch KPIs and performance dashboards to assure fulfillment of Service Levels and internal customer satisfaction expectations Monitor KPIs to maintain awareness of support infrastructure within and adjacent to the teams you lead We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Education & Experience

Bachelors degree or equivalent experience

Additional Requirements