Support Team Lead - Identity & Access Management (IAM) in Leeds

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 SailPoint IdentityIQ (IIQ) or SailPoint Identity Security Cloud (ISC) would be beneficial but is not essential.

• This role is primarily focused on operational leadership and service management rather than deep technical administration of the SailPoint platform.