Support Team Lead

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

Location: Preference is Leeds or Halifax, followed by Manchester - (Hybrid- 2 days' work from office)

Eligibility – 5 years unbroken residency / Minimum 5 years of continuous UK residency

Job Summary- Support Team Lead - Identity & Access Management (IAM)

The Support Team Lead is responsible for the day-to-day management of operational support activities, ensuring incidents, service requests, and user queries are handled efficiently and within agreed service levels. The role focuses on queue management, workload prioritisation, work allocation, escalation management, and driving timely resolution of support issues across the team.

Key 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.

Required Experience

• Experience leading or coordinating a technical support, service desk, application support, 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 IdentityIQ (IIQ) or SailPoint Identity Security Cloud (ISC) would be beneficial but is not essential.

This role is primarily focused on operational leadership and service management rather than deep technical administration of the SailPoint platform.