Apple IS&T HelpLine Supervisor/Manager in Sacramento, California

IS&T HelpLine Supervisor/Manager

Job Number: 113696625

Sacramento, California, United States

Posted: 16-Apr-2018

Weekly Hours: 40.00

Job Summary

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.

Key Qualifications

  • 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.

RESPONSIBILITIES:

  • Supervise operations and staff

  • Incident and problem management

  • Scheduling and time tracking

  • Asset management

  • User documentation

  • Work Hours: Variable Weekend, holiday and on-call work required

Education

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

Additional Requirements

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