Professional, VIP Tech Support Lead

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. 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