IAM Support Team Lead — Service Delivery (Hybrid)

IT WORLD LIMITED; Leeds; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

IT WORLD LIMITED in Leeds/Halifax/Manchester region seeks a Support Team Lead for Identity & Access Management. Hybrid role with 2 days in the office, overseeing day-to-day support, queue management, and timely ticket resolution.

You will drive improvements, coordinate escalations, and ensure SLAs are met while collaborating with engineers, vendors, and business users. Prior experience in service management is essential.

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.

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.

Skills

Queue management

Incident management

Stakeholder management

ITIL practices

Leadership

Communication

Tools

SailPoint IdentityIQ

SailPoint Identity Security Cloud

Job description

IT WORLD LIMITED in Leeds/Halifax/Manchester region seeks a Support Team Lead for Identity & Access Management. Hybrid role with 2 days in the office, overseeing day-to-day support, queue management, and timely ticket resolution.

You will drive improvements, coordinate escalations, and ensure SLAs are met while collaborating with engineers, vendors, and business users. Prior experience in service management is essential.