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We are seeking an experienced Support Team Lead – IAM to lead the day-to-day delivery of high-quality identity and access management support. In this role, you will coordinate a team responsible for resolving access-related incidents, service requests and fulfilment tasks across a complex technology environment. You will act as an escalation point for challenging issues, ensuring timely resolution, clear communication and adherence to agreed service levels. The role will also involve monitoring team performance, allocating workloads, maintaining operational coverage and supporting a culture of continuous improvement.

Your responsibilities will include overseeing user provisioning and deprovisioning, access reviews, role and entitlement management, authentication issues, privileged access requests and identity lifecycle processes. You will investigate recurring incidents, identify root causes and work with technical and business stakeholders to implement effective solutions. You will ensure support procedures, knowledge articles, audit records and operational documentation remain accurate and up to date. You will also contribute to change activities, process automation, compliance reviews and internal control assessments, while ensuring all work is completed in line with security policies and regulatory requirements.

The successful candidate will have proven experience leading or supervising an IAM, service desk or technical support team, together with a strong understanding of identity governance, access management and IT service management practices. Experience with platforms such as Active Directory, Microsoft Entra ID, SailPoint, Okta, CyberArk or comparable IAM technologies would be advantageous. You should be confident analysing incidents, interpreting access data and making sound decisions in a controlled environment. Strong communication, organisation and stakeholder management skills are essential, as is the ability to coach team members and build effective working relationships. Relevant certifications in ITIL, information security or IAM are desirable, alongside a proactive approach to problem-solving and service improvement.