IT Team Lead, SearchBar

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

About the team

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 (often referred to externally as the helpdesk) — 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. 

About the role (you)

As the IT Team Lead in Denver, you’ll be responsible for leading and supporting our end users through first-line technical troubleshooting and support of our satellite office. In addition to serving as an escalation point for complicated issues and solving technical problems, you’ll be solely responsible for ensuring the Denver office is following global IT standards with end-user support, asset management, technical project work, and relevant documentation. You’ll work closely with other leaders on the IT team, all under the leadership of the IT Manager, End User.

How you’ll have an impact

• You'll oversee the daily ticket queue, ensuring priority tickets are solved expediently. 
• You’ll provide a path of escalation for junior team members, offering guidance, support, and training when relevant.
• 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.
• 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.
• Own the inventory of your satellite location including new computers, peripherals, office technology, and more. 

What we’re looking for

• 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 extensive experience deploying hundreds of macOS and iOS devices at scale and building configuration profiles and policies.
• You're excited about automating repetitive tasks.
• 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 Denver headquarters at least 3-4 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.

Nice to have

• You've worked with Okta Workflows.
• Understanding of networking topics, including routing, DNS, VPN, 802.1X, and multiple-VLANs
• You've got experience with programming languages or scripting knowledge.
• You have experience with MDM/SSO strategy and support.
• You are familiar with Jamf, Okta workflows or FreshService

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