About the Role

As our Technology Support Manager, you’ll lead [Employer hidden — sign up to reveal]’s integrated IT and Business Systems support function, bringing together first and second-line support into one high‑performing, customer‑focused team. You’ll ensure colleagues across our hostels, central services and hybrid working environments receive responsive, high‑quality support – backed by real technical expertise across IT infrastructure, Microsoft 365 and business systems.

You’ll champion best practice in service delivery, embedding ITIL principles, driving continuous improvement and building a proactive self‑help culture that keeps things running smoothly. With a visible role in [Employer hidden — sign up to reveal]’s wider technology and transformation agenda, you’ll help lead Microsoft 365 adoption, support the rollout of new systems, and manage suppliers and IT assets effectively – making a real difference to how our organisation works.

Key Responsibilities

• Lead and motivate an integrated Technology Support team, creating a customer‑first culture that delivers high‑quality support across IT infrastructure and business systems.
• Manage day‑to‑day service delivery, team performance and resourcing (including out‑of‑hours provision), ensuring consistent, reliable support for users across hostels, central services and hybrid working.
• Embed ITIL best practice across incident, request, problem and change management, ensuring processes are pragmatic, effective and drive real service improvement.
• Define, monitor and continuously improve SLAs, KPIs and reporting to provide clear visibility of performance and accountability to stakeholders.
• Act as a senior technical escalation point, providing second‑line support across core IT infrastructure, Microsoft 365 and key business systems, while building the technical capability of the wider support team across IT and business systems disciplines.
• Champion proactive problem management, using data and trend analysis to identify root causes, reduce recurring incidents and minimise unnecessary escalation.
• Drive a strong self‑help and knowledge culture through high‑quality documentation, user guidance and training that reduces avoidable demand on the service desk.
• Build strong relationships across the organisation, communicating clearly with non‑technical users and acting as a trusted point of contact for support feedback and improvement.
• Play a key role in digital adoption and change, supporting Microsoft 365 use, new system rollouts and technology change through effective support, guidance and communication.
• Manage third‑party support providers, vendors and IT assets, contributing to sourcing decisions, service transitions, automation and cost‑effective managed services.

Skills and Experience Required

• ITIL Foundation qualification with hands‑on experience applying ITIL processes in a service desk or support environment.
• Minimum 5 years’ experience in IT support within a large, multi‑site organisation.
• Minimum 2 years’ experience managing an IT and business systems support or service desk team.
• Proven ability to manage service delivery using SLAs, KPIs and service data to drive continuous improvement.
• Experience working with ITSM tools in a live support environment.
• Experience managing third‑party or outsourced IT support providers.
• Experience providing or managing support for business applications or systems including triaging issues, liaising with third‑party suppliers and helping users get the most from these systems.
• Strong understanding of IT asset management and asset lifecycle processes.
• Experience supporting geographically distributed users across multiple sites.
• Strong experience supporting and driving adoption of Microsoft 365, supported by advanced end‑user proficiency across core M365 tools.
• Experience supporting technology change, including rollout of new systems, equipment or tools.
• Excellent communication, stakeholder engagement and people management skills.
• Strong analytical and problem‑solving skills with a proactive, data‑driven approach.
• Willingness to take part in an out‑of‑hours IT and Systems support escalation rota, and to provide onsite hostel support and occasional overnight working as required.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is a social enterprise with a mission to enrich the lives of all, especially young people. [Employer hidden — sign up to reveal] does this by providing brilliant hostel stays and experiences that improve physical health, mental wellbeing and life skills.

How to Apply

Submit your CV and complete the application form. For more information about our recruitment process, visit the website. If you need any assistance, please email [Employer hidden — sign up to reveal].