ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development
What you will be doing:
We are seeking a proactive and people-focused Workday Tier 1 Lead to oversee our high-volume Tier 1 support function, leveraging Workday Help and ICON processes. This role is ideal for an experienced HR Operations or HR Systems leader who thrives in a fast-paced environment, excels in team leadership, and is committed to delivering a world-class employee support experience.
As the Workday Tier 1 Lead, you will manage a busy and diverse frontline team responsible for handling employee queries, triaging cases, maintaining service quality, and ensuring adherence to SLAs. You will play a key role in optimising support workflows, improving knowledge management, and collaborating with cross-functional partners to continuously enhance the employee experience.
Key Responsibilities:
Team Leadership & Management
- Lead, coach, and develop a team of Tier 1 HR Support Advisors handling high-volume queries.
- Monitor workload distribution, ensuring fair allocation and coverage across shifts and peak periods.
- Foster a culture of service excellence, accountability, and continuous improvement.
- Conduct regular 1:1s, team meetings, and performance reviews, providing feedback and development plans.
Workday Help & ICON Case Management
- Oversee day-to-day operations within Workday Help, ensuring cases are triaged, resolved, or escalated according to ICON Tier 1 processes.
- Monitor SLA performance, ensuring timely and accurate resolution of employee queries.
- Review case quality and implement improvements to standard responses and workflows.
- Collaborate with Tier 2/Tier 3 teams to refine routing rules, escalation pathways, and case categories.
Service Quality & Continuous Improvement
- Analyse case data and trends to identify process bottlenecks, root causes, and opportunities for automation or self-service.
- Own and maintain Tier 1 knowledge articles, ensuring content is accurate, up to date, and easy for employees to navigate.
- Partner with HR Technology, COEs, and Operations to improve support processes and employee experience.
- Drive initiatives that increase first-touch resolution and reduce repeat contacts.
Stakeholder Engagement
- Act as the main point of contact for HR Operations, HR Systems, COEs, and other business leaders regarding Tier 1 performance, issues, and opportunities.
- Participate in cross-functional projects impacting Tier 1 operations, including Workday releases, new modules, process changes, and communication rollouts.
- Provide insights and recommendations to senior leadership through reporting and dashboards.
Reporting & Governance
- Produce regular reports on volume, SLA performance, team productivity, and satisfaction metrics.
- Maintain operational compliance with data privacy, audit requirements, and internal policies.
- Ensure consistent application of ICON Tier 1 standards across the team.
Skills & Experience:
Essential
- Experience leading or supervising a customer service, HR Shared Services, or HR Operations team.
- Strong understanding of Workday (particularly Workday Help) and HR case management processes.
- Proven ability to manage high workloads and fast-paced operational environments.
- Excellent communication, coaching, and stakeholder management skills.
- Data-driven mindset with experience analysing service metrics and identifying trends.
Desirable
- Experience with ICON or similar tiered HR support models.
- Familiarity with HR processes (e.g., onboarding, job changes, benefits).
- Experience improving knowledge management or service workflows.
- Background in HR technology, shared services transformation, or process optimisation.
Attributes
- Calm under pressure with a solution-oriented approach.
- Passionate about delivering excellent employee experience.
- Continuous improvement mindset—always looking for ways to work smarter.
- Strong organiser who can prioritise effectively in a dynamic environment.
- Empathetic leader who motivates and supports their team.
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What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.
In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.
Our benefits examples include:
Various annual leave entitlements
A range of health insurance offerings to suit you and your family’s needs.
Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being.
Life assurance
Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others.
Visit our careers site to read more about the benefits ICON offers.
At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here.
Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.
Are you a current ICON Employee? Please click here to apply
Top Skills
ICON plc London, England Office
12 Red Lion Square, Summit House, London, United Kingdom, WC1R 4QH
