Support Team Lead - IAM

HCL Technologies Limited; Bolton; Hybrid; GBP 60,000 - 86,000; Full time

Benefits offered by this job

Global team culture

Competitive benefits

CSR & Diversity programs

Wellbeing focus

Job summary

HCL Technologies Limited is seeking an IAM-focused Support Team Lead to manage daily support activities, incident handling, and workflow prioritisation in a hybrid client-site setting across Leeds, Halifax, and Manchester.

You will lead queue management, coordinate escalations, and drive improvements in incident resolution, reporting, and stakeholder communication while aligning with ITIL practices and IAM platforms such as SailPoint.

Qualifications

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

Responsibilities

• Monitor and manage support queues, prioritising incidents and requests per SLAs.
• Assign work across the team and track delivery to ensure timely resolution.
• Act as primary contact for escalations, coordinating cross-team resolution.
• Review ticket backlogs, ageing incidents, and outstanding actions.
• Follow up with engineers, suppliers, and stakeholders to progress issues.
• Produce operational reporting on queue health and service performance.
• Identify recurring issues and drive improvements to reduce volumes.
• Support resource planning and workload balancing.
• Maintain support procedures, knowledge articles, and docs.
• Build strong relationships with business stakeholders and tech teams.

Skills

Incident management

Service desk coordination

Stakeholder management

Organisational skills

Communication skills

Tools

SailPoint IIQ

SailPoint ISC

Job description

Support Team Lead - IAM

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. We've always approached our work with an idea-first attitude because every one of our accomplishments - no matter how big or small - can be traced back to an idea's single spark. It's that spark - that inner drive - that sets our people apart from our competitors. It enables us not just to pull off game-changes after game-changes but to better our world in the process. We want you to find your spark. Because that's what drives you to be better, be more and ultimately, be more fulfilled. To learn more about how we can supercharge progress for you, visit www.hcltech.com

Job Title: Support Team Lead - IAM

Location: Leeds / Halifax / Manchester (Hybrid mode at client location)

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.

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that include vacation per year, various insurances like Term life and Business Travel insurance.
• These are apart from the statutory benefits applicable in the country.
• Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus.
• Alongside your professional excellence, you join like-minded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks - Engagement Champion to name a few.

Additional Information

To know more about us visit - www.hcltech.com

For more information on how we process your personal data, please refer to HCLTech's Candidate Data Privacy Notice.