Team Lead, Klaviyo

• You have 2+ years of experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar
• You have experience managing projects or initiatives
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira)
• You're a subject matter expert on various IT systems, from enterprise device management to wired and wireless networking endpoint security
• You have experience deploying devices at scale
• You have experience with Windows Intune MDM support
• Passion for mentoring and developing team members
• You have clear verbal and written communication skills
• You're passionate about learning new technologies and passing that knowledge on
• You can work from our San Francisco office at least 3 days per week as needed
• Provide on-call support on a rotational basis after business hours
• Able to handle freight shipments and move equipment up to 50 lbs

Desirable

• Klaviyo's global corporate Information Technology (IT) team — a member of Global Technology Solutions (GTS) — provides technology systems, administration, and support to Klaviyos worldwide
• Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. We solve problems using technology and embracing automation and support Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment
• The IT SearchBar team — "SearchBar" is our end-user support team — is responsible for providing day-to-day tactical support to Klaviyos
• SearchBar responsibilities include assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base
• As the IT Team Lead of the SearchBar team, you’ll be responsible for leading and supporting a team of IT Specialists who provide first-line technical troubleshooting and support
• In addition to serving as an escalation point for complicated issues and solving technical problems, you’ll provide people management, define career growth, prioritize issues, manage projects, and ensure robust change management
• You’ll work closely with other leaders on the IT team, along with leaders and team members from Security Operations and Risk & Trust, all under the leadership of the IT Manager, Support Operations
• You'll oversee the daily ticket queue, ensuring priority tickets are solved expediently
• You'll mentor team members to grow and develop in their careers and help increase their scope and impact throughout their tenure at Klaviyo
• You'll provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem
• Establish team standards and monitor objectives and key results (OKRs)
• Identify recurring technical issues and eliminate manual processes through automation
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving
• Participate actively with documentation and write knowledge base articles, including editing and reviewing documentation created by junior team members
• You'll support our conference rooms and unified communications technology