Professional, VIP Tech Support Lead

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Job Function:

Technology Product & Platform Management

Job Sub Function:

Technology Operations Support

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

DePuy Synthes is recruiting for a Professional, VIP Tech Support Lead located in New Jersey.

The Professional, VIP Tech Support Lead delivers dedicated, white-glove technology support to senior executives and their executive assistants within DePuy Synthes (DS). As a key member of the End User Services (EUS) organization, this role serves as the primary, trusted point of contact for executive technology needs, providing personalized, proactive, and hands-on support across laptops, mobile devices, enterprise applications, authentication and access, telecommunications (including Verizon and AT&T), travel-related technology, and conference room audiovisual (AV) systems. Based onsite in New Jersey five days per week, the position ensures a consistent local IT presence and timely support to minimize technology disruptions and maintain executive productivity.

The role maintains end-to-end ownership of executive technology issues, coordinating with internal IT teams, vendors, and service providers as needed while ensuring seamless communication and resolution. Leveraging proactive monitoring tools such as Nexthink, the VIP Tech Support Lead identifies and addresses potential device performance issues before they impact productivity. This highly visible position requires strong technical expertise, discretion, accountability, and exceptional customer service to deliver a reliable, responsive, and seamless executive technology experience.

Key Responsibilities:

Executive and VIP Technology Support

• Serve as the dedicated, onsite primary point of contact for senior executives and their executive assistants, delivering personalized, white-glove technology support.

• Provide comprehensive, end-to-end support for executive technology needs, ensuring timely troubleshooting, resolution, and follow-up.

• Deliver hands-on technical assistance for laptops, desktops, mobile devices, operating systems, enterprise applications, and collaboration platforms.

• Troubleshoot authentication, identity management, access permissions, connectivity, and secure remote access issues.

• Support executive technology requirements associated with business travel, including mobile connectivity, remote access, and device readiness.

• Provide technical support for corporate mobile devices and telecommunications services, including coordination with Verizon, AT&T, and other service providers.

• Establish trusted relationships with executives and their assistants by providing consistent, discreet, responsive, and professional support.

End-to-End Incident Ownership and Coordination

• Take ownership of executive technology incidents from initial reporting through successful resolution, serving as the single point of accountability for the executive experience.

• Independently troubleshoot and resolve technical issues within the scope of End User Services.

• Coordinate escalations with infrastructure, networking, cybersecurity, identity and access management, application support, and other specialized IT teams when required.

• Maintain ownership of executive communications, issue tracking, escalation coordination, and resolution follow-up, even when technical remediation is performed by another team.

• Prioritize technology issues based on executive business needs, urgency, and potential productivity impact.

• Maintain accurate incident documentation and identify recurring issues requiring preventive or permanent resolution.

Conference Room, AV, and Executive Meeting Support

• Provide dedicated technical support for executive conference rooms, audiovisual equipment, and collaboration technologies.

• Ensure conference rooms and meeting technologies are operational and ready for executive meetings, presentations, and critical business events.

• Troubleshoot video conferencing, audio, display, connectivity, and meeting collaboration issues.

• Provide onsite technical assistance before and during high-priority executive meetings when required.

• Coordinate with AV specialists, facilities teams, and external service providers to resolve complex conference room technology issues.

• Proactively identify opportunities to improve the reliability and usability of executive meeting spaces.

Proactive Endpoint Monitoring and Digital Employee Experience

• Leverage Nexthink and other available endpoint monitoring tools to proactively identify device performance, reliability, and end-user experience issues.

• Analyze endpoint health, application performance, and recurring technical incidents to identify opportunities for preventive remediation.

• Proactively address technology issues before they impact executive productivity or business-critical activities.

• Monitor recurring support trends and recommend improvements to executive device performance and reliability.

• Partner with EUS and other technology teams to implement improvements that enhance the overall executive digital experience.

Onsite Technology Support and Service Excellence

• Maintain a consistent onsite presence in New Jersey five days per week to provide immediate, hands-on technology assistance to executives and their assistants.

• Act as the trusted local IT representative for executive end-user technology and conference room support.

• Build strong working relationships with executive assistants to anticipate technology requirements and coordinate support for executive schedules and activities.

• Support executive device provisioning, replacement, configuration, and troubleshooting as needed.

• Maintain a high standard of responsiveness, professionalism, confidentiality, and accountability.

• Identify opportunities to simplify support processes, improve service quality, and reduce technology-related interruptions.

• Ensure all executive support activities align with applicable cybersecurity, data privacy, and IT service management requirements.

Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field required.

• Relevant technical certifications preferred.

Experience and Skills:

Required:

• 6+ years of progressive experience providing hands-on IT support in an enterprise environment, including direct executive or VIP technology support.

• Demonstrated experience delivering high-touch, white-glove technology support to senior executives and executive assistants.

• Strong technical troubleshooting capabilities across Windows, macOS, laptops, mobile devices, enterprise applications, and collaboration technologies.

• Experience supporting Microsoft 365, identity and access management, authentication, secure remote connectivity, and endpoint technologies.

• Hands-on experience supporting executive conference rooms, audiovisual equipment, video conferencing platforms, and collaboration systems.

• Experience troubleshooting mobile devices, cellular connectivity, and telecommunications-related issues, including coordination with providers such as Verizon and AT&T.

• Demonstrated ability to manage technical incidents end-to-end, coordinating across multiple IT support teams while maintaining accountability for the user experience.

• Strong customer service orientation with the ability to establish trusted relationships with senior executives and executive assistants.

• Excellent communication, interpersonal, organizational, and problem-solving skills.

• Demonstrated ability to manage competing priorities, respond effectively to urgent executive technology needs, and minimize business disruption.

• Strong ownership, accountability, professionalism, discretion, and confidentiality when supporting executive stakeholders.

• Ability to work onsite in New Jersey five days per week and provide immediate hands-on support when required.

• Ability to work flexible hours, including early mornings or evenings, to accommodate executive schedules and critical business events.

Preferred:

• Experience using Nexthink or similar digital employee experience monitoring tools to proactively identify, analyze, and remediate endpoint performance issues.

• Previous experience providing dedicated technology support to C-suite executives or senior leadership in a global, matrixed organization.

• Familiarity with enterprise IT service management frameworks, including ITIL, incident management, and escalation processes.

• Experience coordinating with cross-functional IT teams, telecommunications providers, and external technology vendors.

• Advanced knowledge of endpoint management, device security, cybersecurity best practices, and executive data protection.

• Experience supporting executive technology requirements associated with domestic and international business travel.

• Experience identifying recurring technical issues and implementing proactive service improvements.

• Prior experience supporting technology environments within healthcare, medical technology, or other regulated industries.

• Demonstrated ability to influence cross-functional teams and drive issue resolution without direct reporting authority.

• Experience mentoring or providing technical guidance to other IT support professionals.

Other:

• Language: English proficiency required; additional languages are a plus.

• Work Arrangement: Onsite five days per week in New Jersey.

• Travel: Up to 25%, primarily domestic.

• Certifications: ITIL, Microsoft, Apple, or equivalent technical certifications preferred.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Communication, Continuous Improvement, Controls Compliance, Critical Thinking, Developing Others, Human-Computer Interaction (HCI), Inclusive Leadership, Leadership, Product Knowledge, Product Lifecycle Management (PLM), Program Management, Project Integration Management, Service Request Management, Software Development Management, Stakeholder Engagement, Team Management, Technical Credibility, Technical Support

The anticipated base pay range for this position is :

94,000.00 - 170,000.00 USD Annual

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: • Vacation -120 hours per calendar year • Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year • Holiday pay, including Floating Holidays -13 days per calendar year • Work, Personal and Family Time - up to 40 hours per calendar year • Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child • Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year • Caregiver Leave - 80 hours in a 52-week rolling period10 days • Volunteer Leave - 32 hours per calendar year • Military Spouse Time-Off - 80 hours per calendar year For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits