IT operations analyst in City of Westminster

We are looking for an experienced IT operations analyst to manage and continuously improve the systems that support our growing business. As an IT operations analyst at Watershed, you'll be our first on‑ground IT partner for our London office and a key contributor to our global IT operations. You'll own the day‑to‑day employee experience – from new hire setup to A/V troubleshooting to the dozens of small problems that come up in any growing office – while partnering with the broader IT team in San Francisco on automation, security, and lifecycle improvements.

This is an exciting time to join IT at Watershed. We've equipped employees with best‑in‑class AI tools, and you'll play a key role in showcasing what modern IT looks like when AI is woven into the fabric of how we work. We want someone excited about building agent‑driven workflows, automating the toil out of IT operations, and helping define what “IT in an AI era” actually means in practice. If you're excited about replacing repetitive tickets with smart automation and shipping things that make your colleagues' lives meaningfully better, you'll fit right in. We want someone hungry, naturally curious, and customer‑obsessed. You don't need to know everything, but you should have strong instincts, a track record of figuring things out, and genuine excitement about helping people solve technology problems.

This position is based in our London office, where you'll work four days per week as part of our in‑office culture.

• Serve as the primary on‑site IT point of contact for the London office, providing high‑touch, in‑person support.
• Own employee onboarding and offboarding for the EMEA region – provisioning accounts, staging devices, and ensuring every new hire’s day one feels seamless.
• Manage device lifecycle and asset management for our London‑based fleet, from procurement through retirement.
• Troubleshoot a broad range of issues across macOS, SaaS applications, identity and access (Okta), networking, and A/V systems.
• Own the reliability of office technology in London – Wi‑Fi, conference rooms, printers, and meeting room A/V – partnering with vendors and building management as needed.
• Use AI and agent‑based tooling to streamline IT operations, reduce repetitive work, and build self‑service experiences for employees.
• Administer and support our core SaaS stack, including Okta, Iru (formerly Kandji), Google Workspace, Slack, Notion, and many more.
• Partner with the global IT team on automation projects, documentation, and process improvements.
• Help enforce IT security best practices and contribute to compliance efforts (SOC 2, ISO).
• Escalate complex issues thoughtfully and own them through to resolution.

• 2+ years of hands‑on IT support or IT operations experience, ideally at a fast‑growing technology company.
• Strong troubleshooting skills with macOS environments and modern MDM tooling (Iru/Kandji, Jamf, or similar).
• Fluency across a modern SaaS stack – Google Workspace, Slack, Notion, and similar tools – and rapid adoption of new tools.
• Working knowledge of identity and access management, ideally with Okta (SSO, SCIM, MFA).
• Enthusiasm for AI and agent tooling, with experience using these tools to improve personal workflow or a willingness to learn.
• Experience supporting conference room A/V and hybrid meeting setups.
• Strong communication skills with both technical and non‑technical colleagues.
• Excellent problem‑solving instincts and a track record of figuring things out, even when the path isn’t obvious.
• Customer‑obsessed and thrives in fast‑paced, ambiguous environments, comfortable taking initiative.

• Experience with scripting and automation (Python, JavaScript, shell).
• Active experimentation with AI tooling and successfully taking projects from concept to production.
• Familiarity with REST APIs and integrating SaaS tools.
• Experience with employee onboarding/offboarding automation.
• Knowledge of networking fundamentals (Wi‑Fi, VPN, DNS troubleshooting).
• Industry certifications (Okta, Apple, Google Workspace, ITIL).
• Exposure to compliance frameworks (SOC 2, ISO 27001).
• Prior experience supporting a multi‑region or global team.

At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long‑term conditions, mental health needs, religious observances, neurodivergence, or pregnancy‑related support requirements.