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Klaviyo's IT SearchBar team provides end-user support and technology systems administration to employees globally. As Lead IT Specialist based in the London hub, you will be the primary problem-solver for the London office, diagnosing and resolving technical issues while driving automation and project initiatives across the wider IT SearchBar team.
You will manage the daily ticket queue, ensuring priority issues are resolved quickly. You'll mentor team members to grow their careers and increase their impact, escalating complex issues to regional colleagues or specialist teams as needed. You'll partner with fellow Team Leads globally to maintain consistency and share best practices.
Key responsibilities include overseeing ticket prioritization and resolution, mentoring direct reports, providing real-time support to remote and in-office employees, establishing team standards and monitoring OKRs, identifying recurring issues and automating manual processes, managing hardware provisioning and de-provisioning, contributing to and reviewing technical documentation, supporting conference room and unified communications technology, and leveraging AI tools to build smarter workflows.
You'll need 2+ years in a help desk or support environment with ticketing systems (FreshService, Zendesk, or similar). Essential technical skills include extensive experience deploying macOS/iOS devices at scale, building configuration profiles and policies, and advanced knowledge of enterprise device management, networking, and endpoint security. Experience with Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Suite is required. You should have led projects or initiatives and have hands-on experience using AI tools or building agents to solve real problems.
Soft skills are equally important: ability to work across global time zones, passion for automation and mentoring, enthusiasm for staying current with technology, and clear communication of technical concepts to non-technical audiences.
The role is hybrid, requiring a minimum of 3 days per week in the London office, with occasional additional days depending on business needs. You'll provide on-call support on a rotational basis and maintain IT inventory and supplies.
