Lead IT Support & Service Delivery (Multi-Site)

Trainline; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading travel technology company in London is seeking a Technical Support Manager to lead the IT support function across the UK and Europe. In this role, you'll manage a team of 5–7 IT Support Administrators, ensuring excellent support while driving continuous improvement. Responsibilities include overseeing escalations, implementing workflows, and tracking service metrics. Experience in ITIL principles and IT support across multiple locations is essential. Enjoy perks like private healthcare, career growth opportunities, and a hybrid work model.

Benefits

Private healthcare

Work from abroad policy

Generous learning budgets

Extra festive time off

Qualifications

• Experience leading IT Service Desk and Desktop Support teams across locations.
• Understanding and application of ITIL principles.
• Skill in automating key processes like joiners and leavers.

Responsibilities

• Lead and develop a distributed technical support team.
• Implement workload management strategies.
• Define and track key metrics for support efficiency.

Skills

IT Service Desk management

ITIL principles

ITSM tools optimization

AV/VC support

Data insight utilization

Tools

Microsoft 365

JAMF

Slack

Atlassian products

Job description

A leading travel technology company in London is seeking a Technical Support Manager to lead the IT support function across the UK and Europe. In this role, you'll manage a team of 5–7 IT Support Administrators, ensuring excellent support while driving continuous improvement. Responsibilities include overseeing escalations, implementing workflows, and tracking service metrics. Experience in ITIL principles and IT support across multiple locations is essential. Enjoy perks like private healthcare, career growth opportunities, and a hybrid work model.