Professional, VIP Tech Support Lead

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:
About MedTech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Professional, VIP Tech Support Lead.

You will be responsible for:
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 / Requirements:
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 10%, primarily domestic.

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

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.
#LI-Onsite

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 - $151,800.00

Additional Description for Pay Transparency:
ubject 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)).

This position is eligible to participate in the Company’s long-term incentive program.

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