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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.
Location: Birmingham (Hybrid – 2 Days a Week On-site)
Salary: ÂŁ36,500 - ÂŁ46,000
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 in Birmingham employer: Network IT
Contact Detail:
Network IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Systems Support Lead in Birmingham
✨Tip Number 1
Network, network, network! Reach out to people in your industry on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Technical Support Lead role.
✨Tip Number 2
Prepare for those interviews like a pro! Research the company and its enterprise systems, and think about how your experience aligns with their needs. We want you to showcase your skills in user enablement and digital adoption confidently.
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. We recommend mentioning something specific from your conversation to show your genuine interest.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged in the process.
We think you need these skills to ace Technical Systems Support Lead in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Technical Support Lead. Highlight your experience with enterprise systems, user enablement, and any digital training strategies you've implemented. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you the perfect fit. Don’t forget to mention your experience with stakeholder engagement and service improvement – we love that stuff!
Showcase Your Analytical Skills: Since this role involves analysing service performance data, make sure to include examples of how you've used data to improve user experience in past roles. We’re keen on seeing your strategic and analytical approach to problem-solving!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Network IT
✨Know Your Systems Inside Out
Make sure you’re well-versed in the enterprise systems relevant to the role, especially those related to 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.
✨Showcase Your Analytical Skills
Prepare to discuss how you've previously analysed service performance data to identify issues and improve usability. Bring examples of how your insights led to tangible improvements, as this will demonstrate your strategic thinking and problem-solving abilities.
✨Engage with Stakeholders
Think about how you’ve successfully managed stakeholder relationships in the past. Be ready to share specific instances where you influenced decisions or built credibility with various teams, as this is crucial for the role.
✨Prepare Your Documentation Samples
Since documentation is key in this role, consider bringing samples of your previous work, like process maps or training materials. This will not only showcase your attention to detail but also your ability to create clear and effective resources.