Senior IT Support Lead — Incident & Tech Excellence

Trainline; London (KY); On-site; USD 88,000 - 122,000; Full time

Benefits offered by this job

Private healthcare

Dental insurance

Work from abroad policy

Share purchase plan

EV scheme

Festive time off

Family-friendly benefits

Job summary

Trainline is seeking a Senior IT Support Analyst to lead and shape the Workplace Technology team's end-user computing, identity management, and AV/VC services. You will own complex incidents, mentor engineers, and drive best practices across Microsoft 365, Azure AD, Intune, and JAMF Pro environments.

You will partner with the Workplace Technology Lead to deliver reliable, secure, and well-documented IT services, including SSO/SAML integrations, MFA governance, and proactive problem management

Qualifications

• Proven experience administering Microsoft 365 in an enterprise setting.
• Hands-on knowledge of Azure AD, Conditional Access, MFA and RBAC.
• Experience leading a Windows/macOS end-user computing environment.
• Strong incident, problem and change management skills with ITSM tooling.
• Ability to mentor engineers and drive best practices in a security‑first culture.

Responsibilities

• Act as technical escalation point, owning complex incidents end-to-end.
• Mentor junior and mid-level engineers, review work, and share knowledge.
• Set and maintain quality standards for tickets, docs, and investigations.
• Drive team readiness by identifying skill gaps and organizing trainings.
• Lead end-user computing, device management, and AV/VC support for events.

Skills

Microsoft 365 Admin

Azure AD

SSO/SAML

Intune/Autopilot

JAMF Pro

AV/VC Support

PowerShell

ITSM Tools

Education

Microsoft 365 Certifications (MD-102)

Azure Fundamentals

ITIL Foundation

CompTIA A+/Network+

Tools

JAMF Pro

Microsoft Intune

PowerShell

SCCM

Job description

Trainline is seeking a Senior IT Support Analyst to lead and shape the Workplace Technology team's end-user computing, identity management, and AV/VC services. You will own complex incidents, mentor engineers, and drive best practices across Microsoft 365, Azure AD, Intune, and JAMF Pro environments.

You will partner with the Workplace Technology Lead to deliver reliable, secure, and well-documented IT services, including SSO/SAML integrations, MFA governance, and proactive problem management