IAM Support Team Lead: Service Delivery & Escalations

Vbeyond; Leeds; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

Vbeyond is seeking an experienced Support Team Lead to oversee day-to-day operational support within an IAM environment. The role focuses on service management, queue leadership, and ensuring incidents and requests meet SLAs rather than hands-on IAM administration.

You will coordinate across technical teams, manage escalations, produce operational metrics, and work in a hybrid model with Leeds/ Halifax preference and occasional Manchester coverage.

Qualifications

• Experience leading or coordinating a technical support or service desk function.
• Strong incident, request and problem management experience.
• Experience managing support queues and allocating workloads.
• Good understanding of ITIL service management practices.
• IAM/SailPoint exposure is beneficial but not mandatory.

Responsibilities

• Manage daily support queues and ensure incidents and requests are prioritised appropriately.
• Allocate work across the support team and monitor progress against SLAs.
• Act as the primary escalation point for complex or ageing support issues.
• Coordinate resolution activities across multiple technical teams.
• Review ticket backlogs, ageing incidents and outstanding actions.
• Follow up with engineers, suppliers and stakeholders to drive timely resolution.
• Produce operational reports covering queue health, service performance, risks and trends.
• Identify recurring incidents and drive service improvement initiatives.
• Support resource planning and workload balancing across the support function.
• Maintain support procedures, knowledge articles and operational documentation.
• Build strong relationships with business stakeholders, technology teams and service management functions.
• Monitor service performance and identify opportunities to improve the user experience.

Skills

Support Team Lead experience

Incident management

Queue and workload management

SLA management

ITIL / IT service management

Stakeholder management

Operational reporting

Service improvement

Escalation management

Tools

SailPoint IdentityIQ

SailPoint Identity Security Cloud

Job description

Vbeyond is seeking an experienced Support Team Lead to oversee day-to-day operational support within an IAM environment. The role focuses on service management, queue leadership, and ensuring incidents and requests meet SLAs rather than hands-on IAM administration.

You will coordinate across technical teams, manage escalations, produce operational metrics, and work in a hybrid model with Leeds/ Halifax preference and occasional Manchester coverage.