Professional, VIP Tech Support Lead

Johnson & Johnson•Raritan, NJ

4d•$94,000 - $170,000•Onsite

About The Position

DePuy Synthes is hiring a Professional, VIP Tech Support Lead within its End User Services organization. The role provides dedicated, white-glove technology support to senior executives and executive assistants, serving as their primary trusted contact for executive technology needs. Support spans laptops, desktops, mobile devices, operating systems, enterprise applications, authentication and access, telecommunications, travel-related technology, and conference room audiovisual systems. The position is based onsite in New Jersey five days per week and provides immediate, hands-on local support. The lead owns executive technology issues from initial report through resolution, coordinating with internal IT teams, vendors, and service providers when needed. The role also uses Nexthink and other endpoint monitoring tools to identify and address potential performance issues proactively, helping prevent disruptions and maintain executive productivity. This highly visible position requires strong technical expertise, discretion, accountability, and exceptional customer service. The role may require flexible hours, including early mornings or evenings, to accommodate executive schedules and critical business events. Travel is 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 technology support.
Demonstrated experience providing 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 IT support teams while retaining accountability for the user experience.
Strong customer service orientation and ability to build trusted relationships with senior executives and executive assistants.
Excellent communication, interpersonal, organizational, and problem-solving skills.
Ability to manage competing priorities, respond 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 required.

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 requirements 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, and responsive technology support.
Provide end-to-end troubleshooting, resolution, and follow-up for executive technology needs, including 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 requirements for business travel, including mobile connectivity, remote access, and device readiness.
Support corporate mobile devices and telecommunications services, coordinating with Verizon, AT&T, and other service providers.
Own executive technology incidents from initial report through resolution, maintaining accountability for communication and the user experience.
Independently troubleshoot issues within End User Services and coordinate escalations with infrastructure, networking, cybersecurity, identity and access management, application support, and other IT teams.
Prioritize incidents according to executive business needs, urgency, and potential productivity impact; maintain accurate documentation and identify recurring issues for preventive resolution.
Support executive conference rooms, audiovisual equipment, video conferencing, and collaboration technologies; ensure meeting spaces are ready for meetings, presentations, and critical events.
Provide onsite technical assistance before and during high-priority executive meetings when required, coordinating complex issues with AV specialists, facilities teams, and external providers.
Use Nexthink and other endpoint monitoring tools to identify device performance, reliability, and end-user experience issues, and proactively address them before they affect productivity.
Analyze endpoint health, application performance, and recurring incidents; recommend improvements to device reliability and the executive digital experience.
Maintain a consistent New Jersey onsite presence 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 requirements 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 processes, improve service quality, and reduce interruptions.
Ensure executive support activities align with cybersecurity, data privacy, and IT service management requirements.
Collaborate with other technology teams and provide technical guidance or mentoring to IT support professionals as appropriate.

Benefits

Company consolidated retirement plan (pension) and savings plan (401(k)), subject to plan terms.
Vacation: 120 hours per calendar year, subject to policy and date of hire.
Sick time: 40 hours per calendar year, with specified state-based variations 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: up to 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.