At a Glance
- Tasks: Lead a dynamic support team in managing incidents and service requests efficiently.
- Company: Join a forward-thinking company focused on Identity & Access Management.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with excellent career advancement potential.
- Why this job: Make a real impact by improving user experience and driving service enhancements.
- Qualifications: Experience in technical support leadership and strong organisational skills required.
The predicted salary is between 60750 - 74250 £ per year.
Support Team Lead - Identity & Access Management (IAM)
Location: Preference is Leeds or Halifax, followed by Manchester - (Hybrid- 2 days' work from office)
Job Summary- Support Team Lead - Identity & Access Management (IAM)
The Support Team Lead is responsible for the day-to-day management of operational support activities, ensuring incidents, service requests, and user queries are handled efficiently and within agreed service levels.
The role focuses on queue management, workload prioritisation, work allocation, escalation management, and driving timely resolution of support issues across the team.
Key Responsibilities
- Monitor and manage support queues, ensuring incidents and requests are prioritised and progressed in line with SLAs.
- Assign work across the support team and track delivery to ensure timely resolution of tickets.
- Act as the primary point of contact for escalations, coordinating resolution activities across multiple teams.
- Conduct regular reviews of ticket backlogs, ageing incidents, and outstanding actions.
- Follow up with engineers, suppliers, and stakeholders to ensure issues are progressed and resolved.
- Produce operational reporting on queue health, service performance, risks, and trends.
- Identify recurring issues and drive service improvements to reduce incident volumes and improve user experience.
- Support resource planning, workload balancing, and prioritisation of operational activities.
- Maintain support procedures, knowledge articles, and operational documentation.
- Build strong working relationships with business stakeholders, technology teams, and service management functions.
- Required Experience
- Experience leading or coordinating a technical support, service desk, application support, or operational support function.
- Strong incident, request, and problem management skills.
- Experience managing support queues, assigning work, and tracking delivery against service levels.
- Knowledge of ITIL service management practices.
- Excellent organisational, stakeholder management, and communication skills.
- Exposure to Identity and Access Management platforms such as Sail Point Identity IQ (IIQ) or Sail Point Identity Security Cloud (ISC) would be beneficial but is not essential.
- #J-18808-Ljbffr
Support Team Lead - Identity & Access Management (IAM) in Leeds employer: Ampstek
Ampstek is an exceptional employer that fosters a collaborative and innovative work culture, where your expertise in D365 Finance & Operations will be valued and nurtured. With a strong focus on employee growth, we offer continuous learning opportunities and the chance to work on impactful global projects, all while enjoying the vibrant atmosphere of our dynamic location.
StudySmarter Expert Advice🤫
We think this is how you could land Support Team Lead - Identity & Access Management (IAM) in Leeds
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ampstek values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ampstek might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ampstek!
✨Direct Apply to Ampstek
Let's not forget to apply directly through the Ampstek website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Support Team Lead - Identity & Access Management (IAM) in Leeds
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ampstek.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ampstek. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ampstek
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
