Digital Support Lead – Identity & Access

The Hospitals Contribution Fund Of Australia Limited; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible working arrangements

50% subsidy on health cover

Family-friendly certified employer

18 weeks parental leave

Wellbeing programs

Job summary

Digital Support Manager at The Hospitals Contribution Fund Of Australia Limited will own level 2 support for member-facing digital services, including apps and Online Member Services, with a focus on identity and access management. The role requires collaboration with product, engineering, security and external partners to resolve issues and drive improvements.

Ideal candidates balance hands-on digital support with strategic process improvements, bringing experience in identity operations, MFA,

Qualifications

• Experience in digital support, service management, identity operations or a comparable level 2 support environment.
• A practical understanding of identity and access management, including authentication, MFA, account recovery, user lifecycle and access controls.
• Experience managing complex support queries and coordinating resolution across business and technical teams.
• Strong problem-solving skills and the ability to investigate issues, identify root causes and determine the appropriate resolution pathway.
• A continuous improvement mindset, with the ability to identify recurring issues and translate operational insights into better processes and services.
• Experience developing support processes, operational frameworks, runbooks and knowledge documentation.
• Strong stakeholder management and communication skills, with the confidence to engage with both technical specialists and business stakeholders.

Responsibilities

• Lead digital support operations: Take ownership of level 2 support for HCF’s member-facing digital services, proactively investigating and troubleshooting issues across our apps, Online Member Services and identity platforms.
• Drive identity and access support: Provide operational expertise across registration, authentication, multi‑factor authentication (MFA) and account recovery, using tools and established procedures to diagnose and resolve issues.
• Connect the dots: Assess issues to understand their underlying causes, distinguishing between user, data, configuration, integration and product‑related problems, and ensuring they reach the right technical teams when required.
• Influence and collaborate: Build strong relationships across frontline operations, product, engineering, security and external technology partners to coordinate resolutions and represent the needs of our members and business.
• Shape support processes: Develop and continuously improve support frameworks, troubleshooting guides, escalation pathways, runbooks and knowledge resources.
• Identify opportunities for improvement: Use support data, recurring issues and member feedback to identify trends, reduce avoidable contacts and influence improvements to our digital products and services.
• Provide operational insights: Bring a business and member lens to platform discussions, incident reviews and product roadmaps, helping translate day‑to‑day support challenges into meaningful improvements.

Skills

Digital support

Identity & access management

Issue resolution

Problem solving

Continuous improvement

Runbooks

Stakeholder management

Healthcare/insurance experience

Tools

ServiceNow

Okta

Job description

Digital Support Manager at The Hospitals Contribution Fund Of Australia Limited will own level 2 support for member-facing digital services, including apps and Online Member Services, with a focus on identity and access management. The role requires collaboration with product, engineering, security and external partners to resolve issues and drive improvements.

Ideal candidates balance hands-on digital support with strategic process improvements, bringing experience in identity operations, MFA,