Professional, VIP Tech Support Lead

Johnson & Johnson Innovative Medicine•Raritan, NJ

5d•$94,000 - $170,000•Onsite

About The Position

DePuy Synthes is seeking a Professional, VIP Tech Support Lead to provide dedicated, white-glove technology support to senior executives and executive assistants. As part of the End User Services organization, this role is the primary, trusted contact for executive technology needs, offering personalized, proactive, hands-on support across computers, mobile devices, enterprise applications, authentication and access, telecommunications, travel-related technology, and conference room audiovisual systems. The role is based onsite in New Jersey five days per week and provides a consistent local IT presence to help minimize disruptions and maintain executive productivity. The lead owns executive technology issues from initial report through resolution, coordinating with internal IT teams, vendors, and service providers while maintaining clear communication and follow-up. The position uses tools such as Nexthink to identify and address potential device performance problems proactively. It requires technical expertise, discretion, accountability, and exceptional customer service. The role also provides onsite support for executive meetings, device provisioning and troubleshooting, and business travel technology needs. The lead works with executive assistants to anticipate requirements, supports applicable cybersecurity, privacy, and IT service management requirements, and identifies opportunities to improve support processes and the executive digital experience. The position requires flexibility to work early mornings or evenings as needed and travel of up to 25%, primarily domestic.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
At least 6 years of progressive hands-on IT support experience in an enterprise environment, including direct executive or VIP support.
Demonstrated experience delivering high-touch, white-glove support to senior executives and executive assistants.
Strong troubleshooting skills 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 issues, including coordination with providers such as Verizon and AT&T.
Ability to manage technical incidents end-to-end and coordinate across multiple IT teams while maintaining accountability for the user experience.
Strong customer service orientation and ability to establish trusted relationships with executives and executive assistants.
Excellent communication, interpersonal, organizational, and problem-solving skills.
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.
English proficiency.

Nice To Haves

Relevant technical certifications; ITIL, Microsoft, Apple, or equivalent certifications are preferred.
Experience using Nexthink or similar digital employee experience monitoring tools to identify, analyze, and remediate endpoint performance issues.
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 needs for domestic and international business travel.
Experience identifying recurring technical issues and implementing proactive service improvements.
Experience supporting technology environments in healthcare, medical technology, or other regulated industries.
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.
Additional languages.

Responsibilities

Serve as the dedicated onsite primary contact for senior executives and their executive assistants, providing personalized, discreet, white-glove technology support.
Provide end-to-end troubleshooting and resolution 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 technology needs related to business travel, including mobile connectivity, remote access, and device readiness.
Support corporate mobile devices and telecommunications services, coordinating with Verizon, AT&T, and other providers.
Own executive technology incidents from initial report through resolution, maintaining communication, issue tracking, escalation coordination, documentation, and follow-up.
Troubleshoot issues within End User Services and coordinate escalations with infrastructure, networking, cybersecurity, identity and access management, application support, and other IT teams.
Prioritize issues according to executive business needs, urgency, and potential productivity impact; identify recurring issues requiring preventive or permanent resolution.
Support executive conference rooms, audiovisual equipment, video conferencing, and collaboration technologies; ensure meeting spaces are ready for executive meetings and business events.
Provide onsite technical assistance before and during high-priority meetings when required, coordinating with AV specialists, facilities, and external service providers as needed.
Use Nexthink and other endpoint monitoring tools to identify and analyze device performance, reliability, and end-user experience issues and address them proactively.
Partner with End User Services and other technology teams to improve endpoint performance, reliability, and the executive digital experience.
Maintain an onsite presence in New Jersey five days per week and act as the local IT representative for executive end-user and conference room support.
Build working relationships with executive assistants to anticipate technology needs and coordinate support around executive schedules and activities.
Support executive device provisioning, replacement, configuration, and troubleshooting.
Maintain responsiveness, professionalism, confidentiality, and accountability; identify ways to simplify support and reduce technology-related interruptions.
Ensure executive support activities align with cybersecurity, data privacy, and IT service management requirements.
Work flexible hours, including early mornings or evenings, to accommodate executive schedules and critical business events.
Travel up to 25%, primarily domestically.

Benefits

Participation in the company’s consolidated retirement plan (pension) and savings plan (401(k)), subject to plan terms.
Vacation: 120 hours per calendar year, subject to applicable policies and date of hire.
Sick time: 40 hours per calendar year, with specified state-based allotments for Colorado and Washington employees.
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 a child’s birth, adoption, or foster care placement.
Bereavement leave: 240 hours for an immediate family member and 40 hours for an extended family member per calendar year.
Caregiver leave: 80 hours in a 52-week rolling period.
Volunteer leave: 32 hours per calendar year.
Military spouse time off: 80 hours per calendar year.