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. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. Job Title : Support Team Lead - IAM Leeds / Halifax / Manchester ( Hybrid mode at client location ) 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. 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. 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. 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. Competitive compensation and benefits that includes vacation per year, various insurances like Term life and Business Travel insurance. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land. Great opportunities to make the role your own, upskill yourself and get involved with exciting projects. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s .
Application Support Lead - Hybrid in Manchester 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.
