At a Glance
- Tasks: Lead digital training and support for enterprise systems, enhancing user experience and engagement.
- 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 environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by improving user enablement and system usability.
- Qualifications: Experience in supporting enterprise systems and designing digital training strategies.
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.
Technical Systems Support Lead in Oxford employer: Network IT
Join a dynamic and innovative organisation in Birmingham as a Technical Support Lead, where you will play a pivotal role in enhancing user experience and driving digital adoption across enterprise systems. With a strong commitment to employee growth, we offer a collaborative work culture that values continuous improvement and provides opportunities for professional development. Enjoy the benefits of a hybrid working model, competitive salary, and the chance to make a meaningful impact within a large, complex organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Systems Support Lead in Oxford
✨Tip Number 1
Network, network, network! Reach out to your connections in the industry and let them know you're on the hunt for a Technical Support Lead role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of enterprise systems, especially in Finance and HR. Be ready to discuss how you've improved user experience in past roles and share specific examples of your success in training and support.
✨Tip Number 3
Showcase your analytical skills by being prepared to discuss how you've used data to identify trends and improve system usability. Bring along any relevant reports or documentation that highlight your achievements in this area.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team and contributing to our mission of enhancing user enablement and digital adoption.
We think you need these skills to ace Technical Systems Support Lead in Oxford
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you start your application, make sure to read the job description from top to bottom. It’s packed with details about what we’re looking for, and understanding these will help you tailor your application to show us why you’re the perfect fit.
Showcase Your Relevant Experience:When writing your application, highlight your experience with enterprise systems, especially in Finance and HR. We want to see how your background aligns with our needs, so don’t hold back on sharing specific examples of your past successes!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences. Avoid fluff and focus on what makes you a standout candidate for the Technical Support Lead role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into our hands quickly. Plus, it shows us you’re proactive and keen to join our team at StudySmarter!
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 your knowledge of SaaS systems and be ready to discuss how you've previously improved user enablement and digital adoption.
✨Showcase Your Analytical Skills
Prepare to talk about your experience analysing Service Desk data. Think of specific examples where you identified trends or root causes of issues and how you implemented solutions to improve system usability. This will demonstrate your strategic and analytical approach.
✨Engage with Stakeholders
Highlight your stakeholder management skills during the interview. Be ready to share examples of how you’ve influenced and built credibility with various teams. Discuss your experience leading communications and engagement activities, especially with super-user groups.
✨Bring Documentation Samples
If possible, bring samples of documentation you’ve created, such as process maps or training materials. This will not only showcase your attention to detail but also give the interviewers a tangible sense of your organisational skills and ability to produce clear, high-quality resources.
