Job Details

Technical Support Operations and Support Manager

Elk Grove, California, United States

Software and Services

Summary

Posted: Apr 23, 2025

Weekly Hours: 40

Role Number: 200600798

The Retail Engineering Operations & Support Team (REOS) is seeking a Technical Support Operations Manager, who will be a leader and a key member of the REOS leadership team. The person in this role will collaborate with the leadership team on strategic alignment, develop operational objectives, and drive cross-organizational teams to meet the organization’s goals.

Description

One of the primary functions of this position is to manage the operations of a 24x365 global virtual technical operations center that supports Apple Store Online, all Apple retail stores, and all of the applications and devices used in our stores. Responsibilities include developing, implementing, monitoring, and reporting on service level agreements, operational level agreements, and key performance indicators. Other responsibilities include: business process reengineering and management, data analysis, knowledge management, and automation engineering.

Minimum Qualifications

• Excellent strategic and analytical thinking skills with an ability to see the big picture while working in the details in a highly fast paced,multifaceted, 24x365 environment.

• Experience as an IT major incident manager or incident commander.

• 5+ years of experience in retail.

• 5+ years of experience in information technology operations, support, and/or security.

• Ability to meet all objectives while overcoming ambiguity, uncertainty, little direction, and frequent changes.

• Organized, detail-oriented, with ability to multi-task, prioritize work, and manage time efficiently.

Preferred Qualifications

• Bachelor's degree or equivalent in a STEM field..

• ITIL certification and knowledge of IT service management frameworks and industry standards.

• Knowledge of and experience with ServiceNow ITSM.

• Knowledge of the software development lifecycle.

• Java coding skills

• Ability to work with large data sets in Tableau and Microsoft Excel.

• Knowledge and experience with corporate finance or MBA.

• Knowledge and experience with program and project management.

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $120,500 and $230,300, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.Learn more about Apple Benefits. (https://www.apple.com/careers/us/benefits.html)

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.