Technology Support Manager (IT Infrastructure)

TL;DR

Technology Support Manager (IT Infrastructure): Leading hirify.global’s integrated IT and Business Systems support function to deliver high-quality technical assistance with an accent on ITIL principles and Microsoft 365 adoption. Focus on managing service delivery SLAs, solving complex infrastructure escalations, and driving a proactive self-help culture.

Location: Hybrid: Working from Matlock (DE4 3YH) 3 days per week, plus some travel within the hostel network

Salary: £40,000 - £44,000 per annum

Company

hirify.global is a social enterprise providing hostel stays and experiences to enrich the lives of all, especially young people.

What you will do

• Lead and motivate an integrated Technology Support team, establishing a customer-first culture for IT infrastructure and business systems.
• Manage day-to-day service delivery and team performance, including the coordination of out-of-hours support provision.
• Embed ITIL best practices across incident, request, problem, and change management processes to drive service improvement.
• Act as a senior technical escalation point for core IT infrastructure, Microsoft 365, and key business systems.
• Drive digital adoption and support the rollout of new systems, equipment, and technology changes.
• Manage third-party support providers, vendors, and the IT asset lifecycle.

Requirements

• Location: Must be based in or able to work from Matlock 3 days per week and travel within the hostel network.
• ITIL Foundation qualification and practical experience applying ITIL processes in a service desk environment.
• Minimum 5 years of IT support experience within a large, multi-site organisation.
• Minimum 2 years of experience managing an IT support or service desk team.
• Strong technical knowledge of Windows Server, Active Directory, and Microsoft 365 administration.
• Willingness to participate in an out-of-hours escalation rota and occasional overnight working.

Culture & Benefits

• 10 nights of free hostel stays per year for employees and up to 3 guests.
• Access to a staff discount and cash back portal.
• Free annual hirify.global Membership.
• Access to support via the Employee Assistance Program.

Hiring process

• Submission of CV and completion of the application form.