IT Support Manager

About us

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.

Great journeys start with Trainline 🚄

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco‑friendly and affordable as it should be.

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Train liners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high‑speed journey.

Our Workplace Technology team manages Trainline’s corporate technology stack, delivering innovative, cost‑efficient workplace solutions.

We’re hiring a Technical Support Manager to lead and develop our IT support function across the UK and Europe. You’ll combine strategic thinking with hands‑on leadership to ensure excellent BAU support while driving continuous improvement and service maturity.

You’ll manage a team of 5–7 IT Support Administrators supporting 1000+ Train liners across 4 sites. The team handles laptop (Mac/Windows) and mobile management, AV and event support, Tech Bar coverage, and Tier 1–2 assistance.

You’ll own service metrics, dashboards, and process optimisation—maximising our ITSM tools and data to build a proactive, insight‑driven support model that enhances employee experience and collaboration.

* Please note - this role requires 4-5 days a week in the office

• 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 clear, 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.

• Have experience leading IT Service Desk and Desktop Support teams across multiple locations.
• Understand and apply ITIL principles to drive service excellence.
• Are confident using and optimising ITSM tools and ticketing systems.
• Have experience automating key processes such as joiners, movers, and leavers.
• Manage hardware assets and device life cycles efficiently, including stock control.
• Use data, reporting, and dashboards to drive smart decisions and improvements.
• Are skilled in AV/VC support, meeting room standards, and large‑scale event setups.
• Communicate clearly and build strong relationships across teams and functions.
• Have good knowledge of MDM solutions (JAMF, Microsoft Endpoint Manager) and zero‑touch deployment.
• Are familiar with SaaS platforms, SSO, and cloud migration strategies.
• Can troubleshoot across Windows, macOS, and iOS environments.
• Have supported tools like Microsoft 365, Slack, and Atlassian products.
• Understand Entra , Active Directory, and core IT governance standards (PCI‑DSS, ISO 27001).
• Have experience with software deployment, patching, and basic networking (TCP/IP, DNS, DHCP, LAN/WAN).

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a…