IAM Support Lead (Hybrid)

HCL Technologies Limited; Warrington; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Vacation allowance

Term life insurance

Business Travel insurance

Job summary

HCL Technologies Limited is seeking a Support Team Lead for Identity & Access Management (IAM) in a hybrid role across Leeds, Halifax, and Manchester. You will oversee day-to-day operational support activities, manage queues and incidents, and drive timely resolutions while coordinating across multiple teams.

The role emphasizes service management, escalation handling, and continuous improvement to reduce incident volumes and improve user experience.

Qualifications

• Experience leading or coordinating a technical support or service desk function.
• Strong incident, request, and problem management skills.
• Experience managing support queues and tracking delivery against SLAs.
• Knowledge of ITIL service management practices.

Responsibilities

• Monitor and manage support queues, prioritising incidents and requests per SLAs.
• Assign work across the team and track delivery to ensure timely resolution.
• Act as primary contact for escalations and coordinate cross-team resolutions.
• Review ticket backlogs, ageing incidents and outstanding actions.
• Follow up with engineers, suppliers and stakeholders to ensure issues are progressed.
• Produce operational reporting on queue health, service performance, risks and trends.
• Identify recurring issues and drive service improvements to reduce incident volumes.
• Support resource planning, workload balancing and prioritisation of activities.
• Maintain support procedures, knowledge articles and documentation.
• Build strong relationships with stakeholders and technology teams.

Skills

Leadership experience

Incident management

Service improvement

Stakeholder management

Queue management

Tools

SailPoint IdentityIQ

SailPoint Identity Security Cloud

Job description

HCL Technologies Limited is seeking a Support Team Lead for Identity & Access Management (IAM) in a hybrid role across Leeds, Halifax, and Manchester. You will oversee day-to-day operational support activities, manage queues and incidents, and drive timely resolutions while coordinating across multiple teams.

The role emphasizes service management, escalation handling, and continuous improvement to reduce incident volumes and improve user experience.