Role: Technical Support Lead (Enterprise Systems)
Location: Birmingham (Hybrid – 2 Days a Week On-site)
Salary: £36,500 - £46,000
Contract: 12 Month Fixed-Term
Network IT are supporting a large, complex organisation in the recruitment of a Technical Support Lead to join its Enterprise Systems Support function. This role plays a critical part in improving the quality, consistency, and effectiveness of support and training for enterprise systems that underpin various core business areas including Finance and HR.
This is a senior specialist role with a strong focus on user enablement, training strategy, digital adoption, and service improvement, rather than traditional classroom-based training delivery.
Role Overview
As Technical Support Lead, you will be responsible for shaping and delivering a digital-first training and support strategy for enterprise SaaS systems. You’ll act as a senior point of expertise within the team, analysing service performance data, identifying root causes of user issues, and improving user experience through better in-system guidance, documentation, and self-service resources.
You’ll work closely with HR, Finance, IT, Managed Service Provider, and more while owning a rolling 12-month training and engagement plan aligned to wider system release and improvement activity.
Key Responsibilities

- Lead and deliver a digital-first user enablement and training strategy for enterprise SaaS systems supporting Finance, HR and other critical departments. 
- Design and maintain high-quality in-system guidance (walkthroughs, FAQs, knowledge articles) to promote self-service and improve user confidence.
- Analyse Service Desk and usage data to identify trends, root causes, and opportunities to improve system usability and reduce repeat issues.
- Act as a senior functional expert, resolving Level 2 support issues and working closely with managed service providers where required.
- Plan, govern, and report on training and support activity, aligning delivery to system releases and organisational priorities.
- Produce and maintain clear documentation including process maps, SOPs, training materials, roadmaps, and reports.
- Lead stakeholder engagement and communications, including super-user groups and system change updates.
- Maintain SharePoint and collaboration spaces, support team operations, and contribute to continuous improvement and inclusive working practices.

Experience Requirements

- Strong experience supporting enterprise Finance and HR systems (ERP / HRP) with a focus on user enablement and digital adoption.
- Proven ability to design and deliver digital-first training and support models, including in-system guidance and self-service resources.
- Experience analysing Service Desk data to improve system usability and reduce repeat issues.
- Excellent stakeholder management skills, with the ability to influence and build credibility at all levels.
- Strong documentation, communication, and organisational skills with high attention to detail.
- Strategic, analytical, and user-focused approach to continuous improvement.
- Confidence working independently in a complex organisational environment.