Senior Specialist, IT Operations (EMEA & Global Support)

Job Title: Senior Specialist, IT Operations (EMEA & Global Support)

Job Type: Full-time

Location: Hybrid - London, UK (3 days on-site per week)

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.

About The Role

We are looking for a proactive, high-agency, customer-focused IT Specialist to join our London office. This hands-on role combines physical hardware and device lifecycle with technical support for our global user base. You will also administer our core SaaS and identity stack, and ensure a seamless technology experience for remote and office-based employees.

What You'll Do:

Device Lifecycle & Hardware Operations

• Procurement & Provisioning: Prepare, configure, store, and deploy new and replacement Mac and Windows laptops to local and remote EMEA personnel using zero-touch automated workflows.
• Logistics & Inventory: Inventory new and returned hardware; manage international shipping, customs documentation, and retrievals across EMEA via major carriers (DHL, FedEx, UPS) or global IT logistics platforms.
• Reconditioning & ITAD: Receive, inspect, troubleshoot, and recondition used computers for re-use or certified e-waste disposal/sanitization.
• Physical Logistics: Handle physical handling and movement of equipment (ability to lift up to 30 lbs).
• Maintain the hardware asset register (owner, encryption status, MDM enrolment) so inventory and compliance stay accurate day to day.
• Evidence offboarding hardware steps — device return, remote wipe, sanitization — as a completed checklist, not just a completed task.

Global IT Helpdesk & Support Services

• Triage & Escalation: Monitor, triage, and resolve helpdesk requests in Jira Service Management, Slack channels, and emails.
• SLA & Customer Service: Ensure timely acknowledgments and updates within defined SLAs, delivering high-touch customer support to end-users worldwide.
• Technical Troubleshooting: Identify, reproduce, and resolve OS, connectivity, application, and endpoint issues on macOS, Windows, and Linux devices.
• Cross-Functional Collaboration: Assist Workplace, Engineering Operations, HR, and Security teams with office moves, A/V setups, corporate communication initiatives, and security enforcement.

SaaS & Identity Administration

• User Lifecycle Management: Provision, audit, and de-provision user accounts and application access in accordance with onboarding/offboarding policies.
• Stack Administration: Perform daily administrative support for Google Workspace (groups, channels, email), Slack (workspace setup, channels), Atlassian (Jira/Confluence spaces), Okta, JumpCloud, and CrowdStrike Endpoint.
• Security & Compliance: Enforce security policies, promote security best practices, and support GDPR compliance and data privacy standards across EMEA.
• Apply endpoint and OS updates on the cadence set by the Security/IT, and report what's outstanding.
• Act as first-line support in security incidents on owned systems — endpoint containment, access revocation

Documentation & Continuous Improvement

• Knowledge Management: Document support activities, technical specs, and troubleshooting procedures in Confluence.
• User Education & Training: Create clear user guides and run training sessions to help non-technical staff adopt IT tools, self-serve common issues, and follow security protocols.

Requirements:

• 5+ years of relevant experience in a Helpdesk, Desktop Support, or System Administration role with evidence you've built processes rather than only executed them.
• Deep hands-on experience supporting and troubleshooting macOS and Windows environments. Experience with Okta and JumpCloud. Not surface administration. Identity is where our access and offboarding risk sits, so this is a must-have rather than preferred. Strong Google Workspace and MDM administration alongside it.
• Practical experience administering Google Workspace, Slack, Atlassian (Jira/Confluence), Okta, JumpCloud, and CrowdStrike Endpoint.
• Proven ability to manage hardware inventory and handle cross-border shipping/receiving via international carriers.
• Solid understanding of information security best practices and GDPR compliance requirements within EMEA.
• Able to lift up to 30 lbs for inventory handling and logistics.
• Flexibility to participate in an on-call rotation and work during holidays as operational needs require.
• Excellent communication. You'll solve problems with people rather than tickets, communicate across the company, and influence IT, HR, and Security to adopt standards they don't own.

Education & Certifications:

• Bachelor's degree in Computer Information Systems, Information Technology, or related field (or equivalent practical experience).
• Preferred: CompTIA A+, Security+, Okta Certified Administrator, JumpCloud Core/Advanced Certification, Google Workspace Administrator, or Atlassian Certified Associate.

Skills & Preferred Qualifications:

• Core IT Fundamentals: Broad computer aptitude and working knowledge of desktop OS (macOS/Windows), business software ecosystems, and network infrastructure.
• AI-Assisted Operations: Proficiency in leveraging AI tools for IT support—such as AI-driven ticket summarization, automated troubleshooting scripts, and helping users adopt AI-driven workplace workflows (e.g., Google Gemini, Slack AI, Atlassian Intelligence).
• Declarative & Automated Device Management: Understanding of modern zero-touch deployment (Apple Business Manager, Autopilot) and automated compliance policies within JumpCloud/MDM platforms.
• Scripting & Automation: Experience or familiarity with scripting languages (Python, Google Apps Script, Bash, PowerShell) to automate repetitive IT workflows.

What We Value:

• Customer Obsessed — You treat customer problems as your own and build relationships with the people behind the logo, not just the account. You can point to decisions you changed because of what a customer told you.
• High Agency — You own problems beyond your job description and move without waiting to be asked. When the path isn't defined, you make the call and bring people with you rather than working around them.
• Truth Seeking — You hold a strong point of view and update it when the data says otherwise. You argue for the best answer regardless of who's in the room, and once a decision is made, you commit to it fully.
• Hard Work — You own the end result, not just your slice of it, and you go beyond what's expected to get there. You work smart as well as hard, and you find real reward in building something demanding alongside people who do the same.
• Ship Excellence — You hold a painfully high quality bar and keep raising it, while shipping with urgency instead of waiting for perfect. Every iteration is something you learn from.
• Direct Feedback — You give honest, constructive feedback regardless of seniority or tenure, and you actively ask for it in return. You deliver it with enough care that people want to hear it from you.

What CloudBees Offers:

• Be part of opening a brand-new office. Real ownership from day one, and the chance to shape how the space works.
• Broad exposure across facilities, events, HR, and marketing. A genuine launchpad for your career.
• A global, collaborative team that lives by our values: Customer Obsessed, High Agency, Truth Seeking, Hard Work, Ship Excellence, Direct Feedback.
• Support for your headspace — literally. A company-sponsored Headspace account and a fully funded global Employee Assistance Programme, so support is there when you need it.
• A home office that works. A monthly stipend toward your home setup, alongside the chance to work with your peers in the office.
• Upside when we win. Share in our success with a performance-based bonus plan aligned with both your personal achievements and company milestones.
• People who sweat the craft. A team that takes its work seriously and invests in each other's growth.

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

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.

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.