Lead IT Specialist

<div class="content-intro"><p><em>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 <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a>&nbsp;to see how we empower creators to own their own destiny.</em></p></div><p><strong>London, UK (3 days p/wk in office - more depending on business needs)</strong></p> <h4><strong>About the team</strong></h4> <p>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.</p> <p>The IT SearchBar team is our end-user support team, they are 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.&nbsp;</p> <h4><strong>About the role</strong></h4> <p>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 SearchBar team. You'll mentor team members to help them grow, escalate tricky issues to SearchBar colleagues in other regions or specialist teams when needed, and partner with other fellow Team Leads globally.&nbsp;</p> <h4><strong>How you’ll have an impact</strong></h4> <ul> <li>Oversee the daily ticket queue, ensuring priority tickets are solved expediently.&nbsp;&nbsp;</li> <li>Mentor team members to grow and develop in their careers and help increase their scope and impact throughout their tenure at Klaviyo.</li> <li>Provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem.&nbsp;</li> <li>Establish team standards and monitor objectives and key results (OKRs).</li> <li>Identify recurring technical issues and eliminate manual processes through automation.&nbsp;</li> <li>Assist with hardware needs: setting up and de-provisioning devices,&nbsp; installing and configuring software, and shipping and receiving.</li> <li>Participate actively with documentation and write knowledge base articles, including editing and reviewing documentation created by junior team members.&nbsp;</li> <li>Support our conference rooms and unified communications technology.</li> <li>Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.</li> </ul> <h4><strong>What we’re looking for</strong></h4> <p><strong>Technical Skills:</strong></p> <ul> <li>2+ years in a help desk/ support environment using a ticketing system (FreshService, Zendesk, or similar).</li> <li>Worked with Jamf Pro, Okta, 1Password, Google Workspace, Atlassian Suite.</li> <li>Advanced knowledge of IT systems: enterprise device management, wired/ wireless networking, endpoint security.</li> <li>Extensive experience deploying macOS/ iOS devices at scale, building configuration profiles and policies<strong> (essential).</strong></li> <li>Experience leading and managing projects / initiatives.</li> <li>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.</li> </ul> <p>&nbsp;</p> <p><strong>Soft Skills:</strong></p> <ul&g