Technical Support Team Lead

  • Full-time
  • Office: London

Company Description

We are champions of rail, inspired to build a greener, more sustainable future of travel. Our purpose is our momentum. It makes us feel good because we know we’re doing good. As we lead the way to a greener future, we do it together. We’re all about connections - with each other, with our customers and with the world. Just as our platform brings the world together, it’s our ambition that connects us. We motivate each other to go beyond our limits, to experiment, to fail and to always grow. 

With over 110 million visits every month to our platform and £4.3 billion in net ticket sales, we're always innovating and making moves towards our final destination — a world where travel is as simple, seamless, and affordable as it should be. 

And we couldn't do any of it without our incredible people driving us forward. Today, we're a FTSE 250 company that's proudly home to more than 1000 Trainliners from over 60 nationalities across offices in London, Paris, Barcelona, Milan, Edinburgh, Berlin, Madrid and Brussels. It's this diversity that energises us and makes us stronger, helping us to achieve amazing things. 

With our sights firmly set on further European growth, there is no better time to jump on board this high-speed train and be part of our continued success. 

Great journeys start with Trainline. 

Job Description

What does End User Computing (EUC) team do?

You and your team will be responsible for over 1000 employees across several European sites across Trainline (London, Edinburgh, Paris, Barcelona and Milan) to ensure a 1st Class customer experience.

The customer is at the heart of everything we do so focus on measuring and improving service satisfaction is key. This role will help develop and implement Trainline’s digital workplace strategy to enhance employee engagement and collaboration.

The team’s scope includes laptop management (MacOs & WindowsOS), mobile phones, Audio Visual and Meeting Room services (regular company events), Identity & Access Management, Workplace Engineering focused on projects, automation, and integration.

Key to our success is understanding the business needs of our customer and identifying technology strategies that will benefit and help them focus on adopting smarter ways of working.

What you’ll be working on…

  • Drive high performance standards within the team and be able to demonstrate and measure this. Your focus day-to-day will be on your team, your stakeholders & customers, and your services.
  • Continuously engage and align with senior leadership, stakeholders and external strategic partners to work towards a seamless experience of workplace technology.
  • Deliver the highest possible levels of services to internal customers, measuring and tracking team performance to deliver quantifiable customer satisfaction & improved team performance.
  • Implementing security strategies to ensure all EUC systems are secure and compliant.
  • Supporting the team to roadmap and implement operational improvements.
  • Event Coordination and Management, including AV support for company events e.g. Month All Hands meetings
  • Managing hardware and software lifecycles, maintaining an inventory of all assets through the entire lifecycle from procurement to the safe disposal of old, out of warranty equipment.
  • Identifying gaps in the support process, skills gaps and taking the appropriate steps to resolve.


  • Track record in building and managing high-performing teams.
  • Experience in a customer facing/technical role, with excellent interpersonal skills.
  • Strong people leadership displayed through coaching, mentoring and collaboration.
  • Good problem-solving skills and ability to work under pressure.
  • Excellent communication skills, both written and verbal.
  • Ability to connect with people at all levels.
  • Comfortable dealing with conflict management

Additional Information

Why should you jump on board? 

We pay special attention to learning and development and organise quarterly company learning days as well as offering a learning budget that can be put towards resources of your choice. We will cover the costs of your professional subscriptions and give you access to our very own learning platform. 

At Trainline, we care about the wellness of our employees. We host puppy therapy sessions, in-office yoga and run Mental Health First Aider training courses as well as having an Employee Assistance Program as one of our many company benefits.  

We regularly throw fun social events such pub quizzes, karaoke nights and our large-scale Summer and Winter Festivals every year. Additionally, we love hosting meetups in our amazing event spaces and having the opportunity to support internal and external community groups.  

We also hold companywide hackathons and our annual Trainline Tech Summit, which provides Trainliners with an opportunity to stand up and share their story, learnings, or new skills with their colleagues in a safe environment. 

Our flexi-first approach

We believe in the importance of a healthy work-life balance and the value of a flexible workforce. Our flexi-first approach outlines our commitment to a hybrid way of working and our expectations of Trainliners. A key part of what makes Trainline special is our people and the value we get from the buzz and energy of our workplaces, and that’s why we’re proud to offer the best of both worlds. In practice this means in–office attendance at least 40% of the time over a 12-week period for all Trainliners. These in-office days are typically team led to help us connect, collaborate and create together.  

Our Values 

  • Think Big - We're building the future of rail 
  • Own It - We care about every customer, partner and journey 
  • Do Good - We make a positive impact 
  • Travel Together - We're one team 

Interested in finding out more about what it's like to work at Trainline? Why not check out what our employees say about us on Glassdoor? You can also find out more information by following us on LinkedIn or our 'Life at Trainline' Instagram account.  

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world. 

Privacy PolicyImprint