Support Team Lead - Identity and Access Management (IAM)

Role Overview We are seeking an experienced Support Team Lead to manage day-to-day operational support activities within an Identity and 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. ..... full job details .....