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- Tasks: Lead a dynamic IT support team and drive continuous improvement across Europe.
- Company: Join Trainline, a leading rail travel company committed to sustainability.
- Benefits: Enjoy private healthcare, generous work-from-abroad policy, and clear career paths.
- Why this job: Make a real impact in tech while promoting greener travel solutions.
- Qualifications: Experience in IT support leadership and knowledge of ITIL principles required.
- Other info: Diverse and inclusive workplace with opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
Role Overview
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.
Responsibilities
- 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.
Qualifications
- 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 ID, Active Directory, PCI‑DSS, ISO 27001.
- Experience with software deployment, patching and basic networking.
Benefits
- 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
Our Values
- Think Big – Building the future of rail.
- Own It – Focus on every customer and partner.
- Travel Together – One team.
- Do Good – Positive impact.
Equal Opportunity Employer
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.
IT Support Manager in London employer: Trainline
Contact Detail:
Trainline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Trainline on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common IT support scenarios. Think about how you'd handle tricky situations or technical issues. We want you to show off your problem-solving skills and leadership style!
✨Tip Number 3
Show your passion for sustainability and travel during your conversations. Trainline is all about building a greener future, so let them know how you align with their values and mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Trainline team.
We think you need these skills to ace IT Support Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Manager role. Highlight your experience leading teams and managing IT service desks, as well as any relevant ITIL knowledge. We want to see how your skills align with our mission at Trainline!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about IT support and how you can contribute to our vision of a greener future. Be sure to mention specific experiences that demonstrate your leadership and problem-solving skills.
Showcase Your Technical Skills: Don’t forget to highlight your technical expertise! Mention your proficiency with ITSM tools, ticketing systems, and any experience with MDM solutions. We love data-driven decision-making, so if you've used reporting and dashboards, let us know!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Trainline
✨Know Your ITIL Inside Out
Since the role requires a solid understanding of ITIL principles, make sure you brush up on these before your interview. Be ready to discuss how you've implemented ITIL best practices in previous roles and how they improved service delivery.
✨Showcase Your Leadership Skills
As you'll be leading a team of IT Support Administrators, it's crucial to demonstrate your leadership experience. Prepare examples of how you've coached and developed teams in the past, and be ready to discuss your approach to managing workload and performance.
✨Be Data-Driven
The job involves using data insights for process improvements, so come prepared with examples of how you've used metrics to drive decisions. Discuss any reporting tools or dashboards you've worked with and how they helped enhance support efficiency.
✨Communicate Effectively
Excellent communication is key in this role, especially when building relationships across teams. Practice articulating your thoughts clearly and concisely, and think of instances where your communication skills made a difference in resolving issues or improving collaboration.
