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 support team management, while requiring strong technical IAM expertise across IAM, access management, SailPoint and CyberArk.

The successful candidate will be responsible for managing support teams, support queues, workload prioritisation, work allocation, escalation management and ensuring incidents and service requests are resolved within agreed service levels.

Key Responsibilities

• Manage support teams and day-to-day operational support activities.
• Manage daily support queues and ensure incidents and requests are prioritised appropriately.
• Allocate work across the support team and track delivery against agreed SLAs.
• Act as the primary escalation point for complex, high-priority 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.
• Support resource planning and workload balancing across the support function.
• Produce operational reports covering queue health, service performance, risks, trends and backlog status.
• Identify recurring incidents and drive service improvement initiatives.
• Maintain support procedures, knowledge articles and operational documentation.
• Build strong relationships with business stakeholders, technology teams and service management functions.
• Provide stakeholder management and communication in a Team Lead capacity.
• Monitor service performance and identify opportunities to improve the user experience.

Required Experience

• Proven experience leading or coordinating a technical support, service desk, application support or operational support function.
• Strong Identity & Access Management and access management experience.
• Practical experience with SailPoint and CyberArk environments.
• Strong operational support and service delivery experience.
• Experience managing support teams and day-to-day operations.
• Experience managing support queues and allocating workloads.
• Proven experience tracking delivery against SLAs and service levels.
• Strong incident, request and problem management experience.
• Good understanding of ITIL service management practices.
• Experience managing escalations across multiple technical teams.
• Experience with resource planning, workload balancing and delivery tracking.
• Experience producing operational service reports, metrics and backlog updates.
• Strong organisational, prioritisation and decision-making skills.
• Excellent stakeholder management and communication skills.
• Proven experience delivering service improvement initiatives.

IAM / SailPoint / CyberArk Experience

Strong technical IAM expertise is required, including experience across:

• Identity & Access Management
• Access management and governance
• SailPoint IdentityIQ (IIQ)
• SailPoint Identity Security Cloud (ISC)
• CyberArk
• IAM operational support, incident management and service delivery

Candidates should be able to demonstrate both technical understanding of IAM platforms and proven experience leading support operations within an IAM environment.

Deep hands-on development experience is not required; however, candidates must have sufficient technical knowledge to support operational decision-making, manage escalations and coordinate resolution across IAM, SailPoint and CyberArk teams.

Required SkillsMandatory

• Support Team Lead / Support Lead experience
• Technical IAM support experience
• Access management experience
• SailPoint experience
• CyberArk experience
• Operational support and service delivery experience
• Support team management
• Queue management
• Workload prioritisation
• Work allocation and delivery tracking
• SLA management
• Incident management
• Request management
• Problem management
• Escalation management
• Resource planning and workload balancing
• Operational reporting
• Backlog management
• ITIL / IT service management
• Stakeholder management in a Team Lead capacity
• Service improvement

Desirable

• Experience supporting enterprise IAM environments
• SailPoint IdentityIQ
• SailPoint Identity Security Cloud
• CyberArk administration or operational support exposure
• Identity governance and access certification processes
• Experience coordinating support across multiple suppliers or technical teams

Working Arrangements

Preferred Locations: Leeds or Halifax, followed by Manchester

Hybrid: 2 days per week onsite