IT Service Desk Improvement Team Leader

Hybrid in Eastleigh·Full-time·Added yesterday (last checked 4 Nov)

Abri

38 open roles

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Our summary

Salary: Up to £55,000 a year
About £3,540 a month after tax.
Work mode: Hybrid, Eastleigh
Contract: Permanent, full-time hours
Closing date: Apply by Wednesday 18 November

Skills

Nice to have

Requirements

What we're looking for

Proven IT support management experience, ideally in social housing or the public sector.
Experience delivering service improvement, automation or digital transformation.
Strong leadership, team management and customer service skills, with the ability to lead change and influence stakeholders.
Analytical skills to identify trends and root causes and reduce repeat issues.
Knowledge of automation platforms such as Power Automate, Power Platform or scripting.
ITIL experience (qualification preferred), plus troubleshooting, networking and security awareness.

The role

We're looking for a curious, hands-on leader to guide our 2nd Line Support Analysts and help us improve, automate and modernise our IT services. You'll go beyond resolving escalated incidents: spotting patterns behind our tickets, reducing failure demand, and championing automation, self-service and emerging technologies, including AI-powered tools.

What you'll do

Identifying and delivering automation opportunities that cut manual effort.
Driving continual service improvement by analysing incident, request, problem and knowledge data.
Developing self-service and shift-left approaches that improve first-contact resolution.
Designing automated workflows with IT, security and business teams using Microsoft 365, Power Platform and ITSM tooling.
Evaluating AI-enabled support tools with the right governance, security and business benefit.
Tracking measurable benefits, championing standardised processes and presenting recommendations to IT leadership.

Your new role

Love making technology work better for people? Lead the team that keeps our IT support smarter, simpler and better for everyone who relies on it.

Why join us

We believe people do their best work when they feel welcomed, valued and supported. Your ideas matter here, and your improvements will be felt well beyond the service desk.

You'll be working from our Eastleigh office (SO50 6AD) a minimum of three days per week to connect and collaborate with colleagues and the other two days can be worked from at a place of your choosing whether that's at another of our offices, a cafe or at home.

Ready to make a difference? Apply today and help shape how we support our people.

We’ll review and interview suitable candidates as they apply. If we receive enough applications, we'll close the advert early so be sure to apply today so you don’t miss out!

About Abri

Industry: Housing association

In their own words

About the company & team

Abri is a large housing provider who own and manage more than 58,000 homes and various community assets, serving around 113,000 customers across the South of England.

We believe everyone has the right to a good quality safe, warm and sustainable home in a community where they can belong, grow and thrive. What does that look like in real terms?

We’re investing £689m over the next ten years in our existing homes to improve building safety and make them more energy efficient.

We’re delivering 10,000 homes by 2030, ensuring affordable housing is built where it’s needed most
We’re investing in our communities, to address local issues and create opportunities for everyone

As we grow, we’re re-establishing our strong local presence to provide a really good service. Abri has adopted a regional approach to service delivery, with our operating areas split into three, each with their local governance and leadership. This will ensure our colleagues are more visible, accountable and better connected to our customers and local communities to meet their diverse needs.

More information about Abri and our strategic objectives can be found at www.abri.co.uk.

All open roles at Abri