Executive Technology Support Specialist - Executive Technology Support Services (ETSS)

Executive Technology Support Specialist - Executive Technology Support Services (ETSS)

Cambridge, MA

Executive Technology Support Services (ETSS) delivers an exclusive, personalized, white-glove technology experience to Takeda's most senior leaders, including the Board of Directors, Takeda Executive Team, CEO Office, Executive Assistants, Board of Directors Office, and other executive support organizations.

This is one of the highest-impact, highest-visibility, and most rewarding technology support roles within Takeda. As one of the closest support functions to executive leadership, the Executive Technology Support Specialist serves as a trusted technology advisor, partner, and advocate for the company's most senior decision makers. The role directly contributes to the effectiveness, productivity, and technology experience of leaders responsible for shaping Takeda's global strategy and operations.

Success in this position requires exceptional customer service, executive presence, sound judgment, discretion, transparency, and a relentless commitment to delivering a world-class support experience. Team members are regularly entrusted with highly confidential information and are expected to build trusted relationships across the executive community through professionalism, integrity, and consistent delivery excellence.

Unlike traditional support roles, ETSS focuses not only on issue resolution, but on proactively enabling executives to maximize the value of technology. This includes anticipating challenges before they impact productivity, driving adoption of innovative tools and capabilities, providing personalized coaching and guidance, and continuously improving how executives leverage technology to operate securely, efficiently, and effectively.

ETSS is expected to set the benchmark for executive technology support, customer experience, and service excellence, serving as a model both within Takeda and across the industry.

The Successful Candidate Will

• Deliver exceptional white-glove technology support to executives, executive assistants, the CEO Office, and the Board of Directors Office.
• Build trusted partnerships with senior leaders and their support teams.
• Proactively identify, prevent, and resolve technology issues before they impact executive productivity.
• Support executive meetings, Board of Directors meetings, leadership events, investor activities, and other high-profile business engagements.
• Provide personalized technology consultation, coaching, and upskilling based on individual executive preferences, needs, and working styles.
• Drive adoption of innovative digital capabilities, productivity tools, collaboration solutions, AI technologies, and secure ways of working.
• Partner with technology teams across the enterprise to ensure rapid resolution of issues and continuous service improvement.
• Maintain the highest standards of confidentiality, discretion, professionalism, responsiveness, and customer experience.
• Serve as a trusted technology advisor capable of balancing executive experience, security, operational excellence, and business needs.

Communication, Transparency, and Teamwork Expectations

• Demonstrate exceptional communication, transparency, and accountability by proactively sharing both successes and challenges with executives, Executive Assistants, fellow ETSS team members, and the ETSS Lead.
• Communicate risks, obstacles, service impacts, and recommended mitigation plans early rather than waiting for issues to escalate.
• Proactively provide timely updates, seek guidance when needed, and keep stakeholders informed throughout issue resolution, project execution, and service delivery activities.
• Escalate concerns appropriately and without hesitation when additional expertise, leadership engagement, or cross-functional support may improve outcomes.
• Recognize that early escalation is viewed as a strength and a demonstration of sound judgment, not a weakness.
• Identify recurring issues, service risks, executive adoption challenges, conference room reliability concerns, security risks, or support coverage gaps and proactively bring them forward together with recommended mitigation actions.
• Share innovative ideas, service improvements, lessons learned, and best practices with the broader ETSS organization.
• Communicate clearly, professionally, and in a timely manner with executives, executive assistants, technology partners, fellow ETSS team members, and leadership regarding challenges, opportunities, recommendations, risks, and service updates.
• Demonstrate a collaborative mindset by seeking support and leveraging collective expertise rather than attempting to solve significant challenges in isolation.
• Take ownership of challenges while actively engaging the team to achieve the best possible executive outcome.
• Build confidence through transparency, partnership, and consistent communication.

Examples of Desired Behaviors

• Informing the ETSS Lead about a developing executive support risk before it impacts an upcoming Board of Directors meeting, including recommended mitigation options.
• Escalating a recurring executive device issue after identifying a trend instead of waiting for another disruption to occur.
• Sharing a newly discovered productivity feature, AI capability, collaboration enhancement, or innovative solution that may benefit executives across the broader leadership community.
• Seeking assistance from the team when facing a complex executive challenge instead of working independently and risking avoidable service disruption.
• Providing executives with clear, concise, and timely communication regarding technology challenges, expected impacts, available options, and recommended actions.

Within ETSS, communication, transparency, accountability, teamwork, and sound judgment are considered more valuable than any individual technical skill. The team's ability to anticipate challenges, share information openly, escalate risks appropriately, and solve problems collectively is what ultimately enables exceptional executive service.

The most successful ETSS professionals are not necessarily those with the strongest technical capabilities. They are individuals who communicate openly, provide timely updates, seek guidance when needed, share risks early, propose solutions, and leverage the collective strength of the team to deliver exceptional outcomes for Takeda's executive leadership.

Work Location Requirements

This is a full-time onsite position and is not a hybrid role.

Regular in-person presence is an essential requirement due to the executive-facing nature of the role, meeting support obligations, relationship management responsibilities, and proactive support model.

Candidates are expected to work onsite Monday through Friday during normal business operations, excluding company-recognized holidays and approved leave.

Routine business-as-usual support activities are expected to be performed onsite.

Remote access may be approved only in rare and pre-approved emergency situations and should not be considered part of the standard operating model for the role.

The position also requires flexibility to travel and provide onsite support for executives, Board of Directors activities, leadership meetings, executive offsites, and other business-critical engagements as needed.

Qualifications

• Experience supporting executive leadership, senior business stakeholders, or similarly high-touch customer environments.
• Exceptional customer service and relationship management skills.
• Strong troubleshooting, critical thinking, and problem-solving abilities.
• Ability to exercise sound judgment and manage highly confidential information.
• Strong verbal and written communication skills with executive presence.
• Demonstrated ability to build trust with senior leaders and executive support organizations.
• Commitment to innovation, continuous improvement, operational excellence, and customer satisfaction.
• Willingness to work onsite full-time and travel as business needs require.

Why Join ETSS?

For professionals who are passionate about customer experience, executive engagement, technology innovation, operational excellence, and delivering best-in-class service, ETSS offers a unique opportunity to operate at the highest levels of technology support within the enterprise.

This role provides direct exposure to the Board of Directors, Takeda Executive Team, CEO Office, and other senior leadership stakeholders. Few support positions within the company offer a greater opportunity to influence executive success, technology adoption, and business outcomes.

For individuals who thrive in high-stakes environments, value trusted partnerships, and take pride in delivering an exceptional white-glove service experience, ETSS represents one of the most rewarding and impactful technology support opportunities available at Takeda.

WHAT TAKEDA CAN OFFER YOU:

• 401(k) with company match and Annual Retirement Contribution Plan
• Tuition reimbursement Company match of charitable contributions
• Health & Wellness programs including onsite flu shots and health screenings
• Generous time off for vacation and the option to purchase additional vacation days.
• Community Outreach Programs

Empowering Our People to Shine

Learn more at takedajobs.com.

Takeda is an EEO employer of minorities, women, disabled, protected veterans, and considers qualified applicants with criminal histories in accordance with applicable laws. For more information, visit http://www.takeda.us/careers/EEO_Policy_Statement.aspx

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