Responsibilities
- 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 making sure 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.
Requirements
- You have 2+ years of hands-on IT support or IT operations experience, ideally at a fast-growing technology company.
- You have strong troubleshooting skills with macOS environments and modern MDM tooling (Iru/Kandji, Jamf, or similar).
- You're fluent across a modern SaaS stack — Google Workspace, Slack, Notion, and similar tools — and pick up new tools quickly.
- You have working knowledge of identity and access management, ideally with Okta (SSO, SCIM, MFA).
- You're genuinely excited about AI and agent tooling, and have either used these tools to make your own work more efficient or are eager to start.
- You have experience supporting conference room A/V and hybrid meeting setups.
- You're a strong communicator with both technical and non-technical colleagues.
- You have excellent problem-solving instincts and a track record of figuring things out, even when the path isn't obvious.
- You're customer-obsessed and find genuine satisfaction in helping others succeed.
- You thrive in fast-paced, ambiguous environments and are comfortable taking initiative.
Nice to Have
- Experience with scripting and automation (Python, JavaScript, shell).
- Have actively experimented with AI tooling and successfully taken 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.
Work Arrangement
On-site — London
Interview Process
- It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests.
- Next steps can vary by role, but usual next steps are a skill or experience interview (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel.
- We prioritize transparency and lack of surprise throughout the process.
Accommodations
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. If you need assistance during your process, please contact your recruiter.
Additional Information
- Position is based in the London office.
- Work four days per week as part of in-office culture.
- Must be willing to work from an office 4 days per week (except for remote roles).
- Watershed provides reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements.
