IT Operations Lead (EMEA & Global Support) in London

Job Title: IT Operations Lead (EMEA & Global Support)

Location: London, UK (In-office required)

Level: Mid-Level

Region/Scope: EMEA (with global support responsibilities)

About CloudBees

CloudBees helps organizations build, run, and govern software factories, giving enterprises the confidence to ship software better, faster, and safer.

Writing code is no longer the bottleneck. Governing what reaches production and validating its impact is. As enterprises adopt agentic coding, software is created faster than most teams can review, secure, and validate. Without consistent governance, organizations risk shipping code they cannot explain, audit, or trust.

CloudBees addresses this challenge without asking teams to replace the tools they already use. Across every toolchain a customer runs, CloudBees makes each change, human or AI, visible, auditable, and accountable before it reaches production. CloudBees Unify is the product behind this: a governance layer, with context and control-plane capabilities, that enforces consistent policy and evidence across every tool, team, and workflow.

Founded in 2010, CloudBees is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Capital, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners.

Visit us at www.cloudbees.com.

Requirements

Role Overview

We are looking for a proactive, high-agency, customer-focused IT professional to join our London office as an IT Operations Lead. This is a hands-on role combining hardware and device lifecycle management with technical support for our global user base.

You will administer our core SaaS and identity platforms, support secure onboarding and offboarding, maintain accurate hardware inventory, and help deliver a seamless technology experience for employees working remotely and in the office. You will also contribute to improving IT support processes, documentation, and operational efficiency across EMEA and globally.

What You'll Do

Device Lifecycle & Hardware Operations

• Procurement and Provisioning: Prepare, configure, store, and deploy new and replacement Mac and Windows laptops to local and remote EMEA employees using zero-touch deployment workflows.
• Logistics and Inventory: Track new and returned hardware, maintain accurate inventory records, and coordinate international shipping, customs documentation, and equipment retrievals through carriers such as DHL, FedEx, and UPS or global IT logistics platforms.
• Reconditioning and IT Asset Disposition: Receive, inspect, troubleshoot, and recondition used computers for reuse or certified disposal and data sanitization.
• Asset Management: Maintain accurate hardware asset records, including device ownership, encryption status, and MDM enrollment.
• Offboarding and Device Security: Complete and document hardware return, remote wipe, and sanitization steps as part of employee offboarding.
• Physical Operations: Handle and move IT equipment as required, including lifting items weighing up to 30 lbs.

Global IT Helpdesk & Support Services

• Ticket Triage and Resolution: Monitor, triage, troubleshoot, and resolve IT requests submitted through Jira Service Management, Slack, and email, escalating issues when necessary.
• Service Levels and User Experience: Provide timely acknowledgments and status updates in line with defined SLAs, delivering responsive, high-quality support to employees worldwide.
• Technical Troubleshooting: Diagnose and resolve operating system, connectivity, application, and endpoint issues across macOS, Windows, and Linux environments.
• Cross-Functional Collaboration: Work with Workplace, Engineering Operations, HR, and Security teams to support office setups and moves, audiovisual equipment, employee communications, and security initiatives.

SaaS, Identity & Endpoint Administration

• User Lifecycle Management: Provision, audit, and deprovision user accounts and application access in accordance with established onboarding and offboarding policies.
• SaaS Administration: Provide day-to-day administration of Google Workspace, Slack, Atlassian Jira and Confluence, Okta, JumpCloud, and CrowdStrike Endpoint.
• Identity and Access Support: Maintain user accounts, groups, permissions, and access configurations, helping ensure access is appropriate throughout the employee lifecycle.
• Security and Compliance: Apply established security policies, promote security best practices, and support GDPR and data privacy requirements across EMEA.
• Endpoint Management: Apply operating system and endpoint updates according to schedules established by IT and Security, tracking and reporting outstanding updates.
• Security Incident Support: Provide first-line technical support during security incidents involving managed systems, including endpoint containment and access revocation in accordance with established procedures.

Documentation & Continuous Improvement

• Knowledge Management: Document support activities, technical specifications, and troubleshooting procedures in Confluence.
• User Education: Create clear user guides and deliver training that helps non-technical employees use IT tools effectively, resolve common issues independently, and follow security protocols.
• Process Improvement: Identify opportunities to improve recurring support workflows, reduce manual effort, and make IT operations more consistent and efficient.

Requirements

• 5+ years of relevant experience in Helpdesk, Desktop Support, IT Operations, or System Administration, with evidence of improving or building operational processes rather than only executing established procedures.
• Strong hands-on experience supporting and troubleshooting macOS and Windows environments.
• Deep practical experience administering Okta and JumpCloud. These are essential requirements, as identity and access management are critical to secure access and employee offboarding.
• Strong administration experience with Google Workspace and mobile device management (MDM).
• Practical experience administering business applications and platforms, including Google Workspace, Slack, Atlassian Jira and Confluence, Okta, JumpCloud, and CrowdStrike Endpoint.
• Proven experience managing hardware inventory and coordinating equipment shipping, receiving, and retrievals across international locations.
• Solid understanding of information security best practices and GDPR requirements relevant to EMEA.
• Excellent communication and customer service skills, with the ability to work effectively with employees across technical and non-technical teams.
• A proactive, self-sufficient approach to problem-solving, with the ability to collaborate with IT, HR, and Security teams to implement and maintain operational standards.
• Ability to lift up to 30 lbs for equipment handling and inventory activities.
• Flexibility to participate in an on-call rotation and provide support during holidays when operational needs require it.

Education & Certifications

• Bachelor's degree in Computer Information Systems, Information Technology, or a related field, or equivalent practical experience.
• Relevant certifications are a plus, including CompTIA A+, Okta Certified Administrator, JumpCloud Core or Advanced Certification, Google Workspace Administrator, or Atlassian Certified Associate.

Skills & Preferred Qualifications

• Core IT Fundamentals: Broad IT knowledge and practical understanding of desktop operating systems, business software ecosystems, and network infrastructure.
• Automated Device Management: Familiarity with zero-touch deployment and automated device management workflows, including Apple Business Manager, Microsoft Autopilot, and MDM compliance policies.
• Scripting and Automation: Experience with or familiarity with Python, Google Apps Script, Bash, or PowerShell to automate repetitive IT tasks and improve operational efficiency.
• AI-Assisted IT Operations: Experience using AI tools to support IT workflows, such as ticket summarization, troubleshooting assistance, automation, and employee adoption of workplace tools such as Google Gemini, Slack AI, or Atlassian Intelligence.

Equal Opportunity Statement

CloudBees is committed to providing equal opportunities in employment. We value diversity and inclusion and make decisions based on skills, qualifications, and experience. We do not discriminate on the basis of age, disability, gender identity, marital or civil status, pregnancy, maternity, race, religion or belief, sex, or sexual orientation, in accordance with applicable laws.

Data Protection Statement

All personal data collected during the recruitment process will be processed in line with CloudBees’s Privacy Policy and applicable data protection legislation, including the EU General Data Protection Regulation (GDPR).

Disclaimer

This job description provides an overview of the role and key responsibilities. It is not an exhaustive list, and responsibilities may evolve in line with business needs.