IAM Support Team Lead - Hybrid (UK)

HCL Technologies Limited; Bradford; Hybrid; GBP 52,000 - 68,000; Full time

Benefits offered by this job

Vacation allowance

Insurance coverage

Wellbeing programs

Job summary

HCL Technologies Limited is hiring a Support Team Lead for Identity & Access Management (IAM) in Bradford. You will oversee day‑to‑day operational support, manage queues, coordinate escalations, and drive timely resolutions within SLAs.

The role requires IAM and ITIL experience, and familiarity with SailPoint IAM tools is advantageous. You will lead a hybrid team across client sites in Leeds/Halifax/Manchester, focusing on queue health, reporting, and service improvements while partnering with

Qualifications

• Experience leading or coordinating a technical support, service desk, applications or operational support function.
• Strong incident, request and problem management skills.
• Experience managing support queues, assigning work, and tracking delivery against SLAs.
• Knowledge of ITIL service management practices.
• Excellent organisational and stakeholder management and communication skills.
• Exposure to IAM platforms such as SailPoint IdentityIQ or SailPoint ISC would be beneficial.

Responsibilities

• Monitor and manage support queues, ensuring incidents and requests are prioritised and progressed in line with SLAs.
• Assign work across the support team and track delivery to ensure timely resolution of tickets.
• Act as the primary point of contact for escalations, coordinating resolution activities across multiple teams.
• Conduct regular reviews of ticket backlogs, ageing incidents, and outstanding actions.
• Follow up with engineers, suppliers, and stakeholders to ensure issues are progressed and resolved.
• 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 operational activities.
• Maintain support procedures, knowledge articles, and operational documentation.
• Build strong relationships with business stakeholders, technology teams, and service management functions.

Skills

Incident management

Problem management

Stakeholder management

Communication skills

Organisational skills

ITIL knowledge

Education

ITIL/IT service management training

Tools

SailPoint IdentityIQ

SailPoint Identity Security Cloud

Job description

HCL Technologies Limited is hiring a Support Team Lead for Identity & Access Management (IAM) in Bradford. You will oversee day‑to‑day operational support, manage queues, coordinate escalations, and drive timely resolutions within SLAs.

The role requires IAM and ITIL experience, and familiarity with SailPoint IAM tools is advantageous. You will lead a hybrid team across client sites in Leeds/Halifax/Manchester, focusing on queue health, reporting, and service improvements while partnering with