Identity & Access Digital Support Lead (Hybrid)

Ventia; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible working arrangements

50% subsidy on HCF insurance

18 weeks parental leave

Job summary

HCF is seeking a Digital Support Manager to own the operation of member-facing digital services, including apps and Online Member Services, in the Sydney CBD with a hybrid work arrangement.

You will lead level 2 support, focusing on identity and access management, authentication and account recovery, while coordinating with product, engineering and security teams to resolve issues and improve services. This role emphasizes continuous improvement and collaboration across business partners.

Qualifications

• Experience in digital support, service management, identity operations or a comparable level 2 support environment.
• 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.
• Familiarity with ticket management tools such as ServiceNow.

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

Service management

Identity operations

Stakeholder management

Problem-solving

Continuous improvement

Tools

ServiceNow

Okta

Job description

HCF is seeking a Digital Support Manager to own the operation of member-facing digital services, including apps and Online Member Services, in the Sydney CBD with a hybrid work arrangement.

You will lead level 2 support, focusing on identity and access management, authentication and account recovery, while coordinating with product, engineering and security teams to resolve issues and improve services. This role emphasizes continuous improvement and collaboration across business partners.