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.

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