Hybrid IAM Support Team Lead

HCL Technologies Limited; Halifax; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Vacation allowance

Term life insurance

Business travel insurance

Job summary

HCL Technologies Limited in the UK is seeking a Support Team Lead for Identity & Access Management (IAM) to guide the day-to-day operations and ensure incidents, requests, and queries are resolved within SLAs. You will manage queues, assign work, coordinate escalations, and drive service improvements while collaborating with engineers, stakeholders, and service management teams.

Hybrid work at client locations in Leeds/Halifax/Manchester, with focus on operational leadership rather than deep

Qualifications

• Experience leading a technical support or operations team.
• Strong incident, request, and problem management skills.
• Experience managing support queues and tracking SLAs.
• Knowledge of ITIL service management practices.
• Excellent organisational and communication abilities.

Responsibilities

• Monitor and manage support queues to meet SLAs.
• Assign work and track delivery across the team.
• Coordinate escalations and resolutions across multiple teams.
• Review ticket backlogs and ageing incidents.
• Produce operational reporting on queue health and trends.
• Drive service improvements to reduce incidents and improve user experience.

Skills

Team leadership

Incident management

Service level monitoring

Stakeholder management

Communication

Tools

SailPoint IdentityIQ

SailPoint Identity Security Cloud

Job description

HCL Technologies Limited in the UK is seeking a Support Team Lead for Identity & Access Management (IAM) to guide the day-to-day operations and ensure incidents, requests, and queries are resolved within SLAs. You will manage queues, assign work, coordinate escalations, and drive service improvements while collaborating with engineers, stakeholders, and service management teams.

Hybrid work at client locations in Leeds/Halifax/Manchester, with focus on operational leadership rather than deep