Lead IT Specialist

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.

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London, UK (3 days p/wk in office - more depending on business needs)

Klaviyo's global corporate Information Technology (IT) team is a member of Global Technology Solutions (GTS) who 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 Search Bar team is our end-user support team, they are responsible for providing day-to-day tactical support to Klaviyos. Search Bar responsibilities include assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base.

As Lead IT Specialist, you'll be the go-to problem solver for Klaviyos in our London hub, diagnosing and resolving technical issues while driving projects and automation initiatives with the wider IT Search Bar team. You'll mentor team members to help them grow, elevate tricky issues to Search Bar colleagues in other regions or specialist teams when needed, and partner with other fellow Team Leads globally.

• Oversee the daily ticket queue, ensuring priority tickets are solved expediently.
• Mentor team members to grow and develop in their careers and help increase their scope and impact throughout their tenure at Klaviyo.
• 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.
• Support our conference rooms and unified communications technology.
• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

• 2+ years in a help desk/ support environment using a ticketing system (Fresh Service, Zendesk, or similar).
• Worked with Jamf Pro, Okta, 1
  
  Password, Google Workspace, Atlassian Suite.
• Advanced knowledge of IT systems: enterprise device management, wired/ wireless networking, endpoint security.
• Extensive experience deploying macOS/ iOS devices at scale, building configuration profiles and policies (essential).
• Experience leading and managing projects / initiatives.
• You’ve used AI tools or built agents to solve real problems, not just experimented, and you're ready to build on Klaviyo IT's existing AI-driven workflows.

• Working with global teams across time zones.
• Excited about automating workflows and repetitive tasks.
• Passion for mentoring, staying current on new tech, and sharing knowledge.
• Ability to communicate technical concepts clearly to non-technical audiences.

• Hybrid working from the London office minimum 3 days p/ week, occasionally more depending on business needs.
• Provide on-call support on a rotational basis.
• Maintain IT supplies, ordering, dispatching, recycling inventory.

• Worked with Okta Workflows.
• Understanding of networking topics, including routing, DNS, VPN, 802.1X, and multiple-VLANs).
• Programming languages or scripting knowledge.
• Experience with MDM/SSO strategy and…