IT Support Lead & Infrastructure Engineer

As a senior member of the IAM function, you will act as the main escalation point for complex incidents and technical challenges, while also helping to shape the technical direction of Identity Management across the business.

You will work closely with leadership, service delivery, and wider technology teams to ensure secure, resilient, and scalable identity services that align with business strategy., * Act as the Technical Design Authority and primary escalation point for 3rd-line IAM incidents and complex BAU activities, providing in-depth troubleshooting and root cause analysis.

• Advise and support the Team Lead on the technical direction of Identity Management through workshops, coaching, and technical leadership.
• Manage and maintain the Identity Management platform, ensuring service availability through proactive monitoring, alerting, and documentation.
• Create and maintain clear technical documentation and guides for both technical and non-technical audiences.
• Balance technical solutions against business risk and service impact to support incident resolution, problem management, and project decisions.
• Identify and drive improvements to operational processes and procedures, proactively escalating risks and issues where required.
• Analyse service performance and security data, producing trend and insight reports to support continuous improvement.
• Promote automation and scripting to enhance efficiency across authentication and access management processes.
• Educate and collaborate with wider technology teams on authentication and identity best practices.
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• Strong experience with Microsoft Active Directory and Windows Server
• Hands-on expertise with Azure Active Directory
• Strong PowerShell scripting capability

Desirable

• Experience with Quest AD tools (e.g. Change Auditor, Recovery Manager)
• Knowledge of ADFS and Certificate Services
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