HBF Employee Benefits

• Flexibility with hours and work-from-home options
• Fully Subsidised Corporate Gold Health Cover for you and your family
• 13 days personal leave per year
• Access to corporate discounts across a range of retail, restaurants, and hotels

Are you passionate about enhancing the digital experience and ensuring seamless technology support for HBF? As the Technology Service Support Lead, you will play a crucial role in leading the Service Desk team, driving technical upskilling, and ensuring high-quality service delivery.

About the role

• Assist the Manager IT Service Support in creating and maintaining a high-performing team geared toward first point resolution and professional outputs
• Drive and deliver the upskilling of the Service Desk analysts through various learning methods
• Manage staff rostering, distribution of work items, and monitoring of service queues for adherence to SLAs
• Develop and maintain a training regimen in line with the evolution of technology and employee requirements
• Foster collaboration between the Problem Manager and the Service Desk Analysts to produce the best outcomes for employees
• Contribute to the effective prioritisation and management of incidents and problem tickets in the service desk system
• Support the communication process during major incidents and provide oversight of ongoing use of SHIFTS in support of on-call rostering for major incidents
• Influence and contribute to robust solutions to improve user experience and support business outcomes

About you

• Strong experience and knowledge of IT customer support
• Strong experience in leading a team, managing performance, resourcing, and workloads
• Refined analytical, conceptual, and problem-solving skills
• Exemplary communication skills, both written and verbal, including excellent technical specification writing/documentation skills
• Experience with the MS Office Suite; Co-Pilot experience highly favourable.
• Strong customer service focus, strong interpersonal, influential, and stakeholder management skills to help facilitate business outcomes
• Tertiary qualification in Computer Science, Information Management Systems, or a related discipline
• Certification in ITIL version 4 and experience in applying the framework
• Experience in Cherwell Service Management or similar ITSM tools
• Experience using Atlassian tool suite: JIRA, Confluence, Advanced Roadmaps
• Knowledge of the health insurance industry - business and information systems and associated processes

Next Steps 

If you are looking for an exciting opportunity and are passionate about enhancing the digital experience at HBF, we’d love to hear from you.

To apply, click on the "Apply Now" button and submit your resume outlining your relevant experience. Our recruitment process includes reference checks, National Police Clearance, and verification of working rights in Australia.

At HBF, we don’t just accept difference — we celebrate it. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, and individuals of all abilities, orientations, and backgrounds.