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Training Lead, IS&T Help Line
AppleElk Grove, California, United StatesSenior3-4 years
Apply Apple is where individual imaginations gather together, committing to the values that lead to great work. Every new product we build, service we create, or Apple Store experience we deliver is the result of us making each other's ideas stronger. That happens because every one of us shares a belief that we can make something wonderful and share it with the world, changing lives for the better. It's the diversity of our people and their thinking that inspires the innovation that runs through everything we do. When we bring everybody in, we can do the best work of our lives. Here, you'll do more than join something — you'll add something.
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. IS&T does it all.
We are seeking a HelpLine Training Lead to join our team.
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.
The Training Lead facilitates dynamic learning sessions, workshops, and onboarding experiences that build both technical proficiency and customer service excellence.
This role partners closely with subject matter experts and cross-functional teams to keep training content accurate, relevant, and aligned with organizational goals. The Training Lead 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.
- The IS&T HelpLine Training Lead is responsible for designing, developing, and delivering a comprehensive, learner-centered training program that spans foundational onboarding, advanced skills development, and strategic readiness. At the heart of this role is curriculum development and instructional design — crafting engaging, high-quality training content that reflects the evolving needs of the HelpLine and the broader IS&T organization.
- 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.
- 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.