IT Support Manager

IT Support Manager

You are invited to apply for the IT Support Manager role at Trainline
. Trainline is a leading rail travel company powering millions of journeys across Europe.

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares and journey options through our highly rated mobile app, website and B2B partner channels.

You will lead technical support across the UK and Europe, managing a team of 5–7 IT Support Administrators while delivering excellent BAU support and driving continuous improvement.

• Lead, coach, and develop a distributed technical support team across multiple sites.
• Implement workload management strategies and standard operating procedures.
• Oversee escalations and provide clear leadership in a fast‑paced environment.
• Define and track key metrics to monitor support efficiency and quality.
• Use data insights to drive process improvements and performance reviews.
• Build strong partnerships with HR, Facilities, and Information Security.
• Collaborate with Workplace Tech leadership to align with organisational goals.
• Implement security strategies and ensure efficient team processes.
• Maximise use of ITSM and ticket management tools.
• Drive knowledge management and self‑service capabilities.
• Manage device lifecycle, AV/VC support, and meeting room standards.
• Embed ITIL best practices to enhance service delivery.
• Promote a culture of proactive service ownership.
• Oversee the Tech Bar to ensure high‑quality, in‑person support.
• Deliver consistent, exceptional service across all locations.

• Experience leading IT Service Desk and Desktop Support teams across multiple locations.
• Knowledge of ITIL principles to drive service excellence.
• Proficiency with ITSM tools and ticketing systems.
• Experience automating joiner, mover, and leaver processes.
• Strong hardware asset and device lifecycle management skills.
• Data‑driven decision making with reporting and dashboards.
• AV/VC support, meeting room standards and large‑scale event support.
• Excellent communication and relationship building across teams.
• Experience with MDM solutions (JAMF, Microsoft Endpoint Manager) and zero‑touch deployment.
• Knowledge of SaaS platforms, SSO, and cloud migration strategies.
• Technical troubleshooting across Windows, macOS and iOS.
• Familiarity with Microsoft 365, Slack, Atlassian products.
• Understanding of Entra , Active Directory, PCI‑DSS, ISO 27001.
• Experience with software deployment, patching and basic networking.

Private healthcare & dental insurance, generous work‑from‑abroad policy, 2‑for‑1 share purchase plan, EV scheme, festive time off, family‑friendly benefits, clear career paths, learning budgets and regular learning days.

• Think Big – Building the future of rail.
• Own It – Focus on every customer and partner.
• Travel Together – One team.
• Do Good – Positive impact.

We are committed to diversity and inclusion. All forms of diversity are valued. We encourage people of all genders, ethnicities, sexual orientations, disabilities, nationalities and thoughts to apply.

Please note – this role requires 4‑5 days a week in the office.