Apple IS&T HelpLine Supervisor/Manager in Sacramento, California
IS&T HelpLine Supervisor/Manager
Job Number: 113696625
Sacramento, California, United States
Weekly Hours: 40.00
Amaze yourself. Amaze the world. A job at Apple is unlike any other you've had. You'll be challenged, inspired and proud. Because whatever your job is here, you are a 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. This team 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. Does this sound like you? If so, we wish to talk to you.
3-5 years of help desk, call center, or similar supervisory experience
Excellent English oral/written communication and customer-service skills
Able to work as part of a global team of managers
Flexibility and adaptability to thrive in constantly changing environment
Ability to maintain composure and focus in stressful situations
Superior time management and multi-tasking skills
Experienced with knowledge-base systems, ACD telephone systems, help desk metrics, and critical metrics
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* 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, information technology infrastructure from the data and voice networks to each user’s Mac or iOS device…and everything in between.
This is a very dynamic and highly demanding internal help desk environment.
Supervise operations and staff
Incident and problem management
Scheduling and time tracking
Work Hours: Variable Weekend, holiday and on-call work required
Bachelor's degree in computer science, information systems, communications or related discipline
PREFERRED EXPERIENCE AND SKILLS:
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