Support Team Lead - Identity & Access Management (IAM)

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

Role Overview We are seeking an experienced Support Team Lead to manage day-to-day operational support activities within an Identity & Access Management (IAM) environment. The role is primarily focused on operational leadership and service management , rather than hands‑on technical administration of IAM or SailPoint platforms. The successful candidate will be responsible for support queue management, workload prioritisation, work allocation, escalation management and ensuring incidents and service requests are resolved within agreed service levels.

Key Responsibilities

• Manage daily support queues and ensure incidents and requests are prioritised appropriately.
• Allocate work across the support team and monitor progress against agreed 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.

Required Experience

• Experience leading or coordinating a technical support, service desk, application support or operational support function .
• Strong incident, request and problem management experience.
• Experience managing support queues and allocating workloads.
• Proven experience tracking delivery against SLAs and service levels .
• Good understanding of ITIL service management practices .
• Strong organisational and prioritisation skills.
• Excellent stakeholder management and communication skills.
• Experience managing escalations across multiple technical teams.
• Experience producing operational service reports and metrics.
• IAM / SailPoint Exposure Experience with Identity & Access Management environments is beneficial.
• Exposure to platforms such as:
• SailPoint IdentityIQ (IIQ)
• SailPoint Identity Security Cloud (ISC)
• is desirable but not mandatory .
• Deep technical administration or development experience with SailPoint is not required for this role.

Required Skills

• Mandatory Support Team Lead / Support Lead experience
• Technical support or application support leadership
• Queue and workload management
• Incident management
• Request management
• Problem management
• SLA management
• Escalation management
• ITIL / IT service management
• Stakeholder management
• Operational reporting
• Service improvement
• Desirable IAM support environment experience
• SailPoint IdentityIQ
• SailPoint Identity Security Cloud
• Identity and access management processes

Working Arrangements

• Preferred Locations: Leeds or Halifax, followed by Manchester
• Hybrid: 2 days per week onsite