IAM Support Team Lead – Hybrid UK

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

Benefits offered by this job

Vacation policy

Term life insurance

Business travel insurance

Job summary

HCL Technologies Limited is seeking a Support Team Lead for Identity & Access Management in Manchester, with hybrid work at client locations. The role focuses on day-to-day operational support, queue management, escalation handling, and service improvement to reduce incidents.

The ideal candidate will have strong ITIL-based incident and request management, excellent stakeholder communication, and experience leading a technical service desk or operational support teams. IAM exposure is a plus.

Qualifications

• Experience leading or coordinating a technical support, service desk, or operational support function.
• Strong incident, request, and problem management skills.
• Experience managing support queues, assigning work, and tracking delivery against service levels.
• Knowledge of ITIL service management practices.
• Excellent organisational, stakeholder management, and communication skills.
• Exposure to Identity and Access Management platforms such as SailPoint IIQ/ISC is beneficial but not essential.

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 and improve user experience.
• Support resource planning, workload balancing, and prioritisation of operational activities.
• Maintain support procedures, knowledge articles, and operational documentation.
• Build strong working relationships with business stakeholders, technology teams, and service management functions.

Job description

HCL Technologies Limited is seeking a Support Team Lead for Identity & Access Management in Manchester, with hybrid work at client locations. The role focuses on day-to-day operational support, queue management, escalation handling, and service improvement to reduce incidents.

The ideal candidate will have strong ITIL-based incident and request management, excellent stakeholder communication, and experience leading a technical service desk or operational support teams. IAM exposure is a plus.