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- Tasks: Lead digital training and support for enterprise systems in Finance and HR.
- Company: Join a large, complex organisation with a focus on innovation and user enablement.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic role with excellent career progression and collaborative team environment.
- Why this job: Make a real impact by improving user experience and driving digital adoption.
- Qualifications: Experience in supporting enterprise systems and designing digital training models.
The predicted salary is between 36500 - 46000 £ per year.
Role: Technical Support Lead (Enterprise Systems)
Location: Birmingham (Hybrid - 2 Days a Week On-site)
Salary: £36,500 - £46,000
Contract: 12 Month Fixed-Term
Network IT are supporting a large, complex organisation in the recruitment of a Technical Support Lead to join its Enterprise Systems Support function. This role plays a critical part in improving the quality, consistency, and effectiveness of support and training for enterprise systems that underpin various core business areas including Finance and HR. This is a senior specialist role with a strong focus on user enablement, training strategy, digital adoption, and service improvement, rather than traditional classroom based training delivery.
Role Overview
As Technical Support Lead, you will be responsible for shaping and delivering a digital first training and support strategy for enterprise SaaS systems. You'll act as a senior point of expertise within the team, analysing service performance data, identifying root causes of user issues, and improving user experience through better in system guidance, documentation, and self service resources. You'll work closely with HR, Finance, IT, Managed Service Provider, and more while owning a rolling 12 month training and engagement plan aligned to wider system release and improvement activity.
Key Responsibilities
- Lead and deliver a digital first user enablement and training strategy for enterprise SaaS systems supporting Finance, HR and other critical departments.
- Design and maintain high quality in system guidance (walkthroughs, FAQs, knowledge articles) to promote self service and improve user confidence.
- Analyse Service Desk and usage data to identify trends, root causes, and opportunities to improve system usability and reduce repeat issues.
- Act as a senior functional expert, resolving Level 2 support issues and working closely with managed service providers where required.
- Plan, govern, and report on training and support activity, aligning delivery to system releases and organisational priorities.
- Produce and maintain clear documentation including process maps, SOPs, training materials, roadmaps, and reports.
- Lead stakeholder engagement and communications, including super user groups and system change updates.
- Maintain SharePoint and collaboration spaces, support team operations, and contribute to continuous improvement and inclusive working practices.
Experience Requirements
- Strong experience supporting enterprise Finance and HR systems (ERP/HRP) with a focus on user enablement and digital adoption.
- Proven ability to design and deliver digital first training and support models, including in system guidance and self service resources.
- Experience analysing Service Desk data to improve system usability and reduce repeat issues.
- Excellent stakeholder management skills, with the ability to influence and build credibility at all levels.
- Strong documentation, communication, and organisational skills with high attention to detail.
- Strategic, analytical, and user focused approach to continuous improvement.
- Confidence working independently in a complex organisational environment.
Technical Systems Support Lead employer: Network IT Recruitment
Contact Detail:
Network IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Systems Support Lead
✨Tip Number 1
Network with professionals in the field! Attend industry meetups or webinars to connect with others who work in enterprise systems. This can lead to valuable insights and even job referrals.
✨Tip Number 2
Showcase your expertise during interviews. Prepare to discuss specific examples of how you've improved user experience or delivered training strategies in previous roles. We want to see your problem-solving skills in action!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a thank-you email reiterating your interest in the role and highlighting how your skills align with their needs. It keeps you fresh in their minds.
✨Tip Number 4
Apply through our website for the best chance at landing the job! We often prioritise candidates who take the time to engage directly with us. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Technical Systems Support Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with enterprise systems, especially in Finance and HR. We want to see how your skills align with the role of Technical Support Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Digital Skills: Since this role focuses on a digital-first training strategy, be sure to emphasise any experience you have with digital tools and self-service resources. We love seeing candidates who can demonstrate their ability to enhance user experience through innovative solutions.
Highlight Stakeholder Engagement: This position requires excellent stakeholder management skills, so share examples of how you've successfully engaged with different teams or departments. We’re looking for evidence of your ability to influence and build credibility across various levels of an organisation.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Network IT Recruitment
✨Know Your Systems Inside Out
Make sure you have a solid understanding of the enterprise systems you'll be supporting, especially in Finance and HR. Brush up on the latest trends in digital adoption and user enablement, as this will show your commitment to improving user experience.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific user issues or improve system usability. Think of examples from your past experience where you've successfully resolved similar challenges, and be ready to discuss your thought process.
✨Showcase Your Stakeholder Management Skills
Since this role involves working closely with various departments, be prepared to talk about your experience in managing stakeholders. Highlight instances where you've influenced decisions or built credibility with different teams.
✨Bring Documentation Samples
As documentation is key in this role, consider bringing samples of your previous work, such as training materials or process maps. This will not only demonstrate your attention to detail but also give the interviewers a tangible sense of your capabilities.