Training Lead, IS&T Help Line

Apple • Elk Grove, CA

5d

About The Position

The Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple. The IS&T HelpLine provides technical support to Apple's employees, contractors, and vendors worldwide, 24 hours a day, 365 days a year. Our support encompasses a wide range of products and services, from hardware and software to Apple's advanced information technology infrastructure, including data and voice networks, individual Mac or iOS devices, and everything in between. This dynamic and demanding internal service desk environment requires exceptional technical expertise and strong collaboration skills. If you are passionate about working in an innovative environment and thrive in a collaborative setting, this position is an excellent opportunity for you. We are committed to empowering employees to reach their full potential.

Requirements

• Minimum 3–4 years in a professional environment, with the majority of that time in a training, instructional design, or learning and development role.
• Proven experience designing, developing, and facilitating training programs for technical or support-oriented teams.
• Understanding of adult learning theory, instructional design methodologies, assessment, and trend analysis.
• Expert knowledge of macOS and iOS (various operating systems).
• Understanding of troubleshooting techniques to effectively support and coach learners.
• Excellent English-language oral and written communication skills, with strong attention to detail.
• Able to manage and deliver multiple projects of varying lengths while meeting quality standards and deadlines.

Nice To Haves

• Experience with e-learning authoring tools and learning management systems (LMS).
• Skilled with Keynote, Numbers, and Pages.
• Deep understanding of the full training lifecycle, from needs analysis through evaluation.
• Experience developing competency frameworks or skills assessments.
• Superior time management, organizational, and multi-tasking skills.
• Strong interpersonal communication with the ability to present clearly and lead effective discussions across teams.
• Flexible and adaptable in a fast-paced, constantly changing environment with a learner-first focus.
• Self-motivated with a genuine curiosity to learn and grow.
• Desire and ability to work collaboratively as part of a global team.

Responsibilities

• Facilitates dynamic learning sessions, workshops, and onboarding experiences that build both technical proficiency and customer service excellence.
• Partners closely with subject matter experts and cross-functional teams to keep training content accurate, relevant, and aligned with organizational goals.
• Leverages data and learner feedback to continuously iterate and improve program effectiveness, identifying skill gaps and proactively developing targeted learning solutions.
• Through mentorship initiatives and leadership development programs, this lead actively cultivates internal expertise and champions Apple's values of accessibility, diversity, and inclusion at every stage of the learning experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed