Digital Customer Support Supervisor

Provide second-level support to internal customers by resolving complex technical issues

Access hybrid/flexible work arrangements, including WFH and RDO scheme

Salary from $88,217.36 to $95,101.09 p.a. plus 11.5% Superannuation (Grade H)

We have an exciting opportunity for an experienced Digital Customer Support Supervisor to join our team at Willoughby City Council!

About us

When you join Willoughby City Council you join a close-knit team with a big impact. We are dynamic, diverse and future-focused. We value team players who are willing to roll up their sleeves and get the job done. We serve the community and make it our job to make people’s lives better. It’s all in a day’s work.

You’ll have the freedom to grow in your career alongside likeminded people who will support you every step of the way. You’ll be part of our transformation as a Council and shape the future for the residents of Willoughby. And you’ll do it all from a thriving hub in Sydney, in the culturally-rich area we are so proud to call home.

About you

You’re looking for a role with purpose, one where you can make a meaningful difference. You have so much to offer. And we can see that. As much as you bring to the table, we provide you with the support you need to accelerate your career growth.

We are constantly evolving… and that change brings with it new directions, skillsets and thinking for you to embrace. Through collaboration and projects across the organisation, you will have incredible opportunities come your way. How far you take them, well, that’s in your hands.

Whether that be incisive financial acumen, intelligent IT or residential solutions, a career here is about sharing ideas, spotting opportunities to make life and work in Willoughby better for all of us. It’s a collaborative approach to making the right decisions for our residents and environment.

What that means for you is the opportunity to contribute your expertise and learn from your colleagues’ across all the different areas of Council each and every day.

About the role

As the Digital Customer Support Supervisor, you will provide second-level support to internal customers by resolving complex technical issues promptly and efficiently.

Reporting to the Digital Infrastructure & Security Team Leader, this role is pivotal in enhancing the overall customer experience. You will lead and support two Digital Support Officers, taking ownership of day-to-day priorities and ensuring timely resolution of issues while maintaining a high standard of service delivery.

What you’ll be doing:

Provide second-level technical support to end-users via Teams, phone, email, or in-person.

Lead and mentor two Digital Support Officers.

Diagnose and resolve complex hardware, software, and network issues promptly.

Manage support requests in the helpdesk system, ensuring accurate documentation.

Escalate unresolved or complex issues to internal specialists or third-party support.

Set up, configure, and maintain computer systems, peripherals, and software applications.

Assist with user account management, including password resets and access permissions.

Provide basic training and guidance to users on IT tools and best practices.

Monitor and maintain IT equipment, ensuring functionality and security.

Collaborate with other IT team members to improve support processes and workflows.

Provide support statistics for management reporting.

Ensure compliance with Council’s IT policies and data security protocols.

Ensure safety is your priority.

Requirements

Tertiary qualifications in Computer Science, Information Technology or a related field or equivalent work experience

Strong communication, collaboration and customer service skills.

Experience in leading a small support team.

Customer-focused mindset with a commitment to delivering excellent service and enhancing customer satisfaction.

Strong organisational skills and attention to detail, with the ability to manage multiple tasks and prioritise effectively.

Strong knowledge in end user devices including desktops, laptops, printers, smart phones and tablets.

Excellent understanding of cybersecurity frameworks and best practices for securing digital assets.

Strong skills in supporting a Microsoft based SOE.

Strong analytical and complex problems solving skills.

Demonstrable ability to demystify complex technical concepts when communicating with stakeholders.

Demonstrated ability to keep up with evolving end user infrastructure technologies.

Familiarity with managing private and public IP addressing schemes including DNS and DHCP management.

How to apply

Apply now to join us at Willoughby City Council where you can add value and be valued for the meaningful work you do.

When you work at Willoughby Council, you will work with a diverse group of like-minded people who have people and the community at the forefront in everything we do. Check out our employee benefits on our careers page to see:

Where you can look after yourself and your loved ones

Where you can enhance your wellbeing

Where you can grow, develop and be part of a team

https://www.willoughby.nsw.gov.au/Council/Working-with-us/Careers

Enquiries: Jason Racchi – Digital Infrastructure and Security Team Leader – 02 9777 7533.

Applications must address all of the key responsibilities outlined in the Position Description.

Please note being fully vaccinated for Covid-19 is a requirement prior to commencement of employment with Willoughby City Council, except where a medical contraindication certificate is provided.

Successful candidates may be required to undertake pre-employment screening including police and qualification checks.

Applications close: Sunday 25 May 2025 at 11:30pm

Please note recruitment activity may commence before the closing date