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In-Person Technical Support Lead

Apple· Information Systems and Technology (IS&T) / Employee Experience and Productivity (EEP)
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Hyderabad, Telangana, Indiafull-timePosted 3d ago

About the role

Lead role within Apple’s IS&T organization focused on day-to-day center operations, technical guidance, and high-quality on-site support for Apple employees, contractors, and vendors. Combines leadership, technical expertise, and customer service to manage enterprise IT infrastructure and services at the Hyderabad campus.

Responsibilities

  • Deliver an Extraordinary Customer Experience: Champion Apple’s service ethos by maintaining an inviting, high-touch center environment; advocate for users end-to-end, resolve pain points across walk-in and appointment touchpoints, and actively monitor customer sentiment (CSAT/CSX).
  • Lead Daily Operations & Floor Flow: Oversee day-to-day center operations, manage walk-in traffic, balance specialist workloads, and coordinate shift schedules to guarantee continuous, responsive floor coverage during peak campus hours.
  • Coach & Mentor the Team: Provide daily direction, technical coaching, and constructive feedback to Level 1 and Level 2 specialists, fostering a collaborative culture of troubleshooting rigor and exceptional customer service.
  • Own Escalations & Incident Resolution: Serve as the primary on-site escalation lead for complex technical challenges, business-critical issues, and executive inquiries, coordinating with IS&T engineering, IT Partners, and vendors for swift resolution.
  • Manage Hardware & Fleet Logistics: Oversee the loaner device fleet, peripheral inventory, and repair depot handoffs to ensure zero downtime and seamless equipment availability for employees.
  • Drive Data-Backed Continuous Improvement: Analyze monthly ticket trends, incident categories, and resolution velocity (MTTR) to identify recurring friction points, streamline operational runbooks, and report insights to IS&T leadership.
  • Champion Events & Community Engagement: Support campus community engagement initiatives, including site pop-up clinics, Guided Setup for new hires, and technical/AV support for hybrid executive events and presentations.

Qualifications

  • 5+ years of technical support experience in an enterprise, service desk, or customer-facing technology environment.
  • 3+ years in a lead, supervisory, or mentorship role
  • Ability to deliver high-touch customer support & de-escalate sensitive situations
  • Deep technical knowledge and troubleshooting expertise across macOS, iOS, iPadOS, watchOS, Apple Silicon hardware, and Apple enterprise deployments.
  • Strong experience utilizing enterprise ticketing and service management systems (e.g., ServiceNow) to manage queues, SLAs, and incident lifecycles.
  • Experience managing hybrid event setups, video conferencing technologies, and real-time technical support for distributed audiences.

Skills

Required:CommunicationTechnical Troubleshooting (macOS/iOS/iPadOS/watchOS/Apple Silicon)Leadership & MentorshipTicketing & Service Management (e.g., ServiceNow)Hybrid Event Support & Video Conferencing
Nice to have:Inventory & Asset ManagementData Analysis & Visualization
Last updated Oct 23, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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