Support Team Lead

Description:

🚀 WE ARE HIRING! | Support Team Lead – Identity & Access Management (IAM)
📍 Location: Leeds / Halifax (Preferred), followed by Manchester
🏢 Work Model: Hybrid – 2 days per week in office
💼 Contract: Inside IR35
🔹 Role Overview:
We are looking for an experienced Support Team Lead – IAM to manage day-to-day operational support activities, oversee support queues, drive incident resolution, and ensure service delivery within agreed SLAs.
🔹 Key Responsibilities:
✅ Manage support queues, incidents, and service requests.
✅ Allocate workloads and monitor team performance against SLAs.
✅ Handle escalations and coordinate resolution across teams.
✅ Monitor ticket backlogs, ageing incidents, and outstanding actions.
✅ Drive service improvements and operational efficiency.
✅ Prepare operational reports and maintain support documentation.
✅ Manage stakeholder relationships and resource planning.
🔹 Required Skills & Experience:
✔️ Experience leading Technical Support / Service Desk / Application Support teams.
✔️ Strong Incident, Request & Problem Management knowledge.
✔️ Experience in queue management and SLA monitoring.
✔️ Good understanding of ITIL practices.
✔️ Excellent stakeholder management and communication skills.
✔️ Exposure to SailPoint IdentityIQ (IIQ) / Identity Security Cloud (ISC) is an advantage.