Technology Support Manager
Hybrid: Office/Home Based Working from Matlock (DE4 3YH) 3 days per week, plus some travel within hostel network
Permanent contract
Full time, 37.5 hours per week
£40,000 - £44,000 per annum
As our Technology Support Manager, youll lead YHAs 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.
Youll 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 YHA 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.
Why work for YHA?
Join our team and enjoy a range of exclusive staff benefits that support your well-being and career growth:
10 nights free hostel stays per year for you and up to 3 friends or family
Access to YHAs staff discount and cash back portal
Free YHA Membership each year
Access to support via our Employee Assistance Program
There are many more benefits to working for YHA so please visit our YHA Jobs website for more information.
What will you be doing as Technology Support Manager?
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.
What Skills and Experience do you need?
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.
Essential Technical Knowledge (Second - Line Level)
Working knowledge of core IT infrastructure including networking, Windows Server, Active Directory and Microsoft 365 administration.
Ability to act as a senior escalation point and liaise effectively with infrastructure, security and third - party teams.
Good understanding of endpoint management, cloud services and IT security principles.
Working knowledge of key business systems sufficient to provide informed second - line support, triage and route complex issues to the appropriate system suppliers, and support the team in handling common queries confidently at first - line.
Demonstration of our HEART values theyre part of everything we do, and we look for people who bring them to life in their everyday work
For more information about the role and the skills and experience required, please refer to the job description.
At YHA, we understand the richness of life experiences, and we place just as much importance on lived experiences as we do on skills and knowledge. For more information about how we are creating an inclusive workplace please visit our website.
Who are YHA?
YHA is a social enterprise with a mission to enrich the lives of all, especially young people. YHA does this by providing brilliant hostel stays and experiences that improve physical health, mental wellbeing and life skills.
If you would like to find out more about YHA the charity, the culture, the heritage and so much more please visit our website.
How do you 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
If you require reasonable adjustments during the recruitment process, please get in touch by emailing .
PLEASE NOTE All relevant checks are in place to ensure safeguarding and legal requirements of safer recruitment are adhered to. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.
TPBN1_UKCT