Manager, Learning Admin/Help Desk

The Manager, Learning Admin/Help Desk leads a team responsible for delivering high-quality learning administration and help desk support services. This role ensures efficient operations of learning systems, timely resolution of user inquiries, and seamless coordination with internal stakeholders to support training delivery and compliance. The position plays a critical role in improving learner experience, driving operational excellence, and enabling effective training programs that support business needs across DePuy Synthes.

Key Responsibilities:

• Lead and manage a team of Learning Admin/Help Desk Analysts, providing day-to-day direction, coaching, and support.

• Oversee help desk operations for learning systems, ensuring timely resolution of user inquiries and service requests.

• Coordinate with cross-functional teams to ensure alignment with training needs, schedules, and system requirements.

• Manage and maintain learning administration processes, including course setup, enrollment, tracking, and reporting.

• Monitor service levels, identify trends in inquiries, and implement process improvements to enhance user experience.

• Ensure accurate maintenance of training records and compliance with organizational and regulatory requirements.

• Support the rollout of new training programs, system updates, and process enhancements.

• Develop and maintain documentation, knowledge base content, and standard operating procedures for help desk activities.

• Escalate complex system or process issues and partner with technical teams to drive resolution.

Qualifications

Education:

• Bachelor’s degree required (e.g., Business Administration, Human Resources, Information Systems, or related field).

• Advanced degree (e.g., MBA or Master’s) preferred.

Experience and Skills:

Required:

• Demonstrated experience managing customer service, help desk, or learning administration operations.

• Experience leading and developing a team, including coaching and performance management.

• Strong understanding of learning systems (e.g., LMS) and training administration processes.

• Proven ability to coordinate across cross-functional teams and manage stakeholder relationships.

• Strong problem-solving skills with the ability to escalate and resolve operational issues effectively.

• High attention to detail and ability to manage multiple priorities in a fast-paced environment.

Preferred:

• Experience supporting global or regional learning operations or contact center environments.

• Familiarity with customer service metrics, SLAs, and continuous improvement methodologies.

• Experience with reporting tools and learning analytics.

• Knowledge of compliance and regulatory requirements for training programs.

• Experience implementing or supporting learning system enhancements or migrations.

• Background in healthcare, medical technology, or regulated industries.

• Excellent communication skills, with the ability to support both technical and non-technical audiences.

Other:

• Language: Fluent in English; additional language skills are a plus.

• Travel: Limited travel may be required (up to ~10%, primarily regional).

• Certifications: Certifications in Learning & Development, HR, or Service Management (e.g., ITIL) preferred.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.