IT Support Manager in Birmingham

Together, we move what matters. We are at the start of something powerful. Heavy Haul Rail was created with a simple but transformative belief: the UK deserves a smarter, cleaner, more resilient freight future. And we have the opportunity to build it.

Every role in this business carries purpose. Whether you work in operational delivery, driving trains, engineering, or business support, the work you do contributes directly to reducing emissions, easing road congestion, strengthening supply chains and powering British industry. This is meaningful work, with real impact.

Previously operating as Freightliner’s Heavy Haul business, we are now an independent company following CMA CGM Group’s acquisition of Freightliner UK’s Intermodal Logistics business in January 2026. Heavy Haul Rail is the UK’s next-generation rail freight partner built for a sector ready to evolve. We believe it’s time to move differently. Congested roads, rising emissions, fragile supply chains. These aren’t just logistical challenges; they’re environmental and economic wake-up calls. We’re here to lead the modal shift, helping businesses transition from road to rail.

As our IT Support Manager, you'll lead the delivery of a high-performing IT Support function that keeps our business connected, productive and moving forward. Operating within a 24/7 environment, you'll play a key role in shaping the end-user technology experience, driving service improvements and ensuring colleagues receive the support they need to perform at their best.

You will:

• Lead the day-to-day delivery of IT Support services, ensuring a consistently high standard of service across the business.
• Take ownership of the end-to-end support process, driving the timely resolution of incidents and service requests.
• Champion an outstanding end-user experience, continuously identifying opportunities to improve how technology supports the business.
• Develop, coach and support a team of IT professionals, creating a culture of collaboration, accountability and continuous learning.
• Drive improvements to support processes and service delivery, helping to increase efficiency and user satisfaction.
• Manage the IT Support on-call rota, ensuring appropriate support coverage for business-critical services.
• Work closely with internal teams and third-party suppliers to resolve issues and maintain service continuity.
• Support and contribute to IT projects, ensuring the business has the resources and technical expertise needed for successful delivery.
• Identify and introduce new technologies that enhance productivity, security and the overall user experience.
• Ensure IT services operate in accordance with company policies, regulatory requirements and industry best practice.
• Act as a key member of the IT leadership team, helping to shape and improve IT services across the organisation.
• Promote a culture of continuous improvement, innovation and customer-focused service delivery.

We're looking for an experienced IT professional with a passion for delivering excellent customer service and leading high-performing support teams. You'll bring:

• Proven experience managing IT support services in a fast-paced business environment.
• Strong knowledge of the Microsoft technology stack, including Microsoft 365, Windows Operating Systems, Microsoft Intune.
• Experience managing and supporting iOS mobile devices.
• A strong customer-service mindset with a focus on delivering an excellent user experience.
• Excellent communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
• Experience leading, developing and motivating support teams.
• Strong organisational and workload management skills, with the ability to prioritise effectively in a demanding environment.
• The ability to manage multiple tasks and stakeholders while maintaining attention to detail.
• Experience producing and maintaining technical documentation.
• A collaborative approach and the ability to build productive relationships across all levels of the business.
• Flexibility to support the needs of a 24/7 operation and travel when required.

You'll be someone who:

• Brings energy, enthusiasm and determination to achieving goals and delivering results.
• Takes initiative and actively seeks opportunities to improve services, processes and team performance.
• Enjoys solving problems and embraces new challenges with a hands-on approach.
• Sets high standards for both yourself and your team and consistently delivers against them.
• Leads with integrity, openness and accountability.
• Has a passion for technology, innovation and operational excellence.
• Leads by example, providing clear direction, support and encouragement to those around you.
• Builds positive relationships through effective communication, active listening and constructive feedback.
• Thrives in a collaborative environment and enjoys working with others to achieve shared success.

This post is subject to standard pre-employment checks including employment references, medical & D&A screening, and successful DBS background checks.

Here, you’re not one small part of a big machine. You’re a key contributor with national significance and real-world impact. We want our colleagues to feel proud of the work they do, connected to our mission and empowered to shape the future of this business.

Our people are our most important asset. We strive to empower our employees, ensuring they are trained and competent, fit for work, always informed, and completely engaged in our culture that places safety and wellbeing firmly at the heart of everything we do.

We know where we’re heading. We know why it matters. Now, it’s time to move, to make it real, together.