IT Services Lead

WHO YOU'LL WORK WITH

The IT Services Team Lead is responsible for the operational management of Hostelworld’s internal IT estate, ensuring seamless service delivery and support for a global remote workforce of 300+. This role combines hands-on technical expertise with leadership in service improvement and vendor management, so you'll work mainly with our outsourced IT helpdesk team but essentially will support the whole organisation.
WHAT YOU'LL DO

• Manage IT service delivery, including improving the end-user experience, incident/problem/event/access management, and service request fulfilment. 
• Lead and execute IT projects such as office moves, cloud migrations, and major upgrades. 
• Maintain IT server infrastructure, identity and access management systems, and end-user devices (300+ laptops and accessories), including mobile device management. 
• Administer SaaS tools (O365, Jira, etc.) and third-party solutions (e.g., backup, printers). 
• Oversee vendor relationships, leading a team of contractors and serving as the primary contact for IT vendors ensuring SLAs are met, costs are managed and continuous improvement
• Collaborate with the IT Security Manager to define and implement corporate and cyber security policies. 
• Support audit inspections and reporting, including PCI and other regulatory audits. 
• Contribute to business continuity planning and regular progress reporting, including KPIs and OKRs.
• Represent the “voice of user” for the improvement of employee IT experience
• Manage security operations, patching, vulnerability scanning, and ensure third‑party environments meet compliance requirements.

WHAT WE’RE LOOKING FOR 

• Proven track record (5+ years) in delivering IT support to remote sites and managing facilities IT, end-user computing, networks, and SaaS. 
• Excellent organisational and time-management skills, with the ability to work effectively in a dynamic, fast-paced environment. 
• Strong communication skills, able to engage clearly and purposefully with team members and stakeholders. 
• Ownership mentality, with responsibility for outcomes and delivery of key projects. 
• Grasp of security principles and practices
  
  

WHAT WE OFFER

• Competitive salary & benefits 
• Enhanced annual leave plus 3 Wellbeing Days per year 
• Paid family leave (maternity, paternity, surrogacy & adoption) 
• Agile working (plus a Working from Abroad Policy!) 
• Support for your ongoing growth & development 
• Inclusive people policies (sickness, menopause, compassionate and fertility leave) 
• A chance to give back to your local community with 5 paid volunteering days

 

OUR BEHAVIOURS

• Grow others - We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.
• Master it - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for ‘the why,’ and wherever possible, we use data to find the best solution.
• Collaborate - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.
• Adapt - We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we’re never afraid to pivot.
• Deliver - Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.

 

We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you don’t meet them all, please consider applying if you think you can still perform the role as described.