Support Team Lead – Identity & Access Management (IAM)

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 SkillsMandatory

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