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- Tasks: Lead digital training and support for enterprise systems in Finance and HR.
- Company: Join a large, complex organisation in Birmingham with a hybrid work model.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on continuous improvement and user enablement.
- Why this job: Shape user experience and drive digital adoption in a dynamic environment.
- Qualifications: Experience in supporting enterprise systems and delivering digital training.
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.
Technical Systems Support Lead in London 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 London
✨Tip Number 1
Network like a pro! Reach out to current employees in similar roles on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing the job.
✨Tip Number 2
Prepare for the interview by practising common questions related to user enablement and digital adoption. We recommend using the STAR method to structure your answers, showcasing your experience with enterprise systems.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve system usability in past roles. Bring examples of how you identified root causes and implemented solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Technical Systems Support Lead in London
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 improving user experience and how your background in supporting Finance and HR systems makes you the perfect fit for our team. Keep it engaging and personal!
Showcase Your Analytical Skills: Since this role involves analysing service performance data, be sure to mention any relevant experience you have in identifying trends and root causes of user issues. We love seeing how you’ve used data to drive improvements in past roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
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 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 experiences where you've successfully resolved similar challenges, and be ready to discuss your thought process.
✨Showcase Your Stakeholder Management Skills
Since this role involves engaging 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, as this is crucial for the role.
✨Bring Documentation Samples
If possible, bring along samples of your previous work, such as training materials, process maps, or knowledge articles. This will not only demonstrate your attention to detail but also give the interviewers a tangible sense of your capabilities in creating high-quality documentation.