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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 advancement potential in a collaborative environment.
- Why this job: Shape the future of user support and make a real impact on business operations.
- Qualifications: Experience in supporting enterprise systems and designing digital training models.
The predicted salary is between 36500 - 46000 £ per year.
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 will 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 will 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.
IT Systems Managers in Birmingham employer: Network IT
Contact Detail:
Network IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Systems Managers in Birmingham
✨Tip Number 1
Network with professionals in the IT sector, especially those who work with enterprise systems. Attend meetups or webinars to connect with potential employers and learn about their needs.
✨Tip Number 2
Prepare for interviews by practising common questions related to user enablement and digital adoption. Use real-life examples from your experience to demonstrate your skills and knowledge.
✨Tip Number 3
Showcase your analytical skills by discussing how you've used data to improve system usability in past roles. This will highlight your strategic approach and problem-solving abilities.
✨Tip Number 4
Don't forget to apply through our website! It’s a great way to ensure your application gets noticed and shows your enthusiasm for the role.
We think you need these skills to ace IT Systems Managers in Birmingham
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!
Showcase Your Expertise: Don’t hold back on demonstrating your knowledge of digital-first training strategies and user enablement. We’re looking for someone who can really shine as a senior point of expertise, so let us know what you’ve done in this area!
Be Data-Driven: Since analysing service performance data is key, include examples of how you've used data to improve user experience or reduce issues in previous roles. We love seeing a strategic and analytical approach!
Keep It Clear and Concise: When writing your application, clarity is crucial. Use straightforward language and structure your documents well. We appreciate high attention to detail, so make sure everything is polished before hitting send through our website!
How to prepare for a job interview at Network IT
✨Know Your Systems Inside Out
Make sure you have a solid understanding of the enterprise Finance and HR systems relevant to the role. Brush up on their functionalities, common user issues, and how they integrate with other business areas. This will help you demonstrate your expertise and show that you're ready to tackle Level 2 support issues.
✨Prepare for Stakeholder Engagement
Since this role involves a lot of interaction with various departments, think about how you would approach stakeholder management. Prepare examples of how you've successfully influenced or communicated with different teams in the past. This will showcase your ability to build credibility and manage relationships effectively.
✨Showcase Your Analytical Skills
Be ready to discuss how you've used data to improve system usability in previous roles. Bring specific examples of how you've analysed Service Desk data to identify trends and root causes of user issues. This will highlight your strategic and analytical mindset, which is crucial for continuous improvement.
✨Demonstrate Your Training Strategy Knowledge
Since the role focuses on digital-first training and user enablement, prepare to talk about your experience designing and delivering training models. Think about how you've created in-system guidance or self-service resources before, and be ready to share your ideas on how to enhance user confidence and engagement.