Ask IST Center Operations Leads have a highly developed technical skillset and awide variety of responsibilities ranging from managing and supporting the dailyoperations, making decisions regarding work assignments, workflow, and scheduling (ifadjustments are necessary). As part of IST Support Management, Operations Leadsare required to display excellent leadership skills and decision-making ability, along withhaving highly developed time management and prioritization skills. Members of thisteam understand the intricacies and complexities of Apple s business as well as theoperational dependencies on various applications and services for all of IST supportedsystems.

Operations

Leads also work proactively, seeing around corners to identifyemerging high priority issues and action items impacting Apple s business.

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 IST 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 IST leadership.

- Champion Events Community Engagement: Support campus community engagement initiatives, including site pop-up clinics, Guided Setup for current hires, and technical/AV support for hybrid executive events and presentations.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Role: Technical Support - Voice / Blended,

Industry Type: Consumer Electronics & Appliances,

Department: Customer Success, Service & Operations,

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

Customer serviceTroubleshootingLogisticsWorkflowSchedulingOperationsContinuous improvementTechnical Support LeadUser experience designOperations management

📌 In-Person Technical Support Lead (Hyderabad)
🏢 Apple
📍 Hyderabad