Support Team Lead - IAM
We are seeking a Support Team Lead – IAM to oversee the delivery of reliable, secure, and customer-focused identity and access management support. In this role, you will lead a team responsible for resolving access-related incidents and service requests, maintaining operational standards, and ensuring that users receive timely support across a range of IAM services. You will act as a senior escalation point for complex issues involving authentication, authorisation, account provisioning, single sign-on, multi-factor authentication, and privileged access.
Your responsibilities will include coordinating daily workload, monitoring service performance, prioritising incidents, and ensuring that agreed service levels and quality standards are consistently achieved. You will coach and develop team members, encourage knowledge sharing, and support continuous improvement through regular reviews of processes, procedures, and support documentation. Working closely with security, infrastructure, application, and service management teams, you will investigate recurring problems, contribute to root-cause analysis, and help implement sustainable solutions. You will also support change activities, operational reporting, audit requirements, and the safe introduction of new IAM technologies and controls.
The successful candidate will have experience leading or supervising a technical support team, preferably within an identity, access management, cybersecurity, or enterprise technology environment. You should have practical knowledge of IAM concepts and tools, including Active Directory or equivalent directory services, SSO, MFA, role-based access control, user lifecycle management, and access governance. Strong troubleshooting, communication, organisation, and stakeholder management skills are essential, along with the ability to remain calm and decisive in a high-volume support environment. Experience with IT service management practices, ticketing platforms, reporting, and continuous improvement methodologies would be advantageous. A proactive, collaborative approach and a strong commitment to security, customer service, and operational excellence are expected.
Support Team Lead - IAM
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