IT Service Desk Improvement Team Leader

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.

About 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 be doing

• 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.

What you'll bring

• 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.

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.