Senior Customer Support Partner Digital Health

An exciting opportunity exists for an experienced ICT professional to join our Digital Health Services team as a Senior Customer Support Partner.
This hands-on leadership role sits at the frontline of Digital Health, delivering responsive and high-quality end user support across computers, peripherals, clinical and corporate applications, and mobile technologies.

Employment Type: Permanent Full Time
Position Classification: Health Manager Level 2
Remuneration: $2189.62 - $2583.61 per week
Hours Per Week: 38
Requisition ID: REQ658436

Who we are: We are a health service that touches thousands of lives across the Northern Sydney Local Health District, together as a team of like-minded people. We are passionate, driven and have the skills and knowledge to care for our patients whilst creating the best services possible. Our teams have meaningful, interesting and rewarding work everyday. We challenge and nurture each other, sharing our knowledge and experience so that we can deliver better care for everyone There’s a real sense of belonging here because we value and respect our patients, employees, and teams’ voices. You’ll feel a real privilege being a trusted caregiver in our patients, their families, their carers, and our communities’ lives.

NSLHD is proud of our diverse and inclusive workplaces, a place where health care professionals can thrive and feel they belong. We are committed to ensure that all our people feel respected and participate safely within a work environment without aggression, sexual harassment, discrimination, and racism. 

Where you'll be working
Gosford and Wyong Hospitals.

What you'll be doing
In this role, you will provide operational leadership within Digital Health - Customer Support, taking accountability for the effective day-to-day management of Incident and Request queues to ensure issues are prioritised, resolved and escalated in line with service expectations and operational needs. You will act as a key escalation point for complex or high-impact issues, working closely with technical teams, vendors and service partners to restore services and minimise disruption to clinical and corporate operations.
You will support the delivery of operational and site-based projects, including technology refreshes, local improvements and service changes, coordinating activities with Digital Health, clinical and operational stakeholders to ensure smooth implementation and minimal impact to end users. A strong focus of the role is building and maintaining trusted relationships with stakeholders, enabling you to understand service requirements, manage expectations and continuously improve service delivery outcomes.
In addition, you will contribute to service innovation and continuous improvement by identifying opportunities to streamline workflows, improve processes and uplift team capability. This includes using operational insights, customer feedback and performance data to enhance the end user experience, promote consistent and efficient ways of working, and support the ongoing maturity of Customer Support services across the Local Health District.

People of Aboriginal and/or Torres Strait Islander background are encouraged to apply.
Candidates will need to meet the following criteria: