We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Job Title: IAM Support Team Lead
Location: Leeds
Hybrid mode- 2 days a week work from client location
This is Fixed term contract for 6 months with possible extension.
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.
IAM operations consultant in London employer: HCLTech
HCLTech is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and employees are empowered to grow their skills in cutting-edge technologies. With a global presence and a commitment to employee development, HCLTech offers numerous opportunities for career advancement, particularly in the exciting field of AI and frontend development. Joining our team means being part of a collaborative environment that values creativity and encourages meaningful contributions to impactful projects.
