Team Lead, IT Support

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.
Dublin, Ireland (Hybrid: 3 days per week in office)
About the teamKlaviyo's global corporate Information Technology (IT) team that is part of our 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 who 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.
About the role
As our IT Team Lead responsible for the Dublin office, you'll interact with and solve technical issues for other Klaviyos. Using your experience, you'll work to understand the problem and then solve it using your troubleshooting skills. You'll also work on projects and automation initiatives in coordination with the larger IT SearchBar and end-user team. You'll mentor team members and help them grow their technical knowledge. You'll have support when you need it, working closely with the IT SearchBar team in our other regions and the other IT teams to escalate issues as necessary. You'll work in partnership with other IT Team Leads and under the leadership of the IT Manager, International.
How you'll have an impact

• 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.
• You'll support our conference rooms and unified communications technology.

Who You Are:

• 2+ years of IT/ Help Desk Support experience using a ticketing system such as FreshService/ Zendesk or similar.
• Proven experience managing projects or initiatives.
• Can be in the Dublin office minimum of three times per week (sometimes 5 days p/wk depending on business needs).
• Experience working with global teams across time zones.
• Worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/ Jira).
• Subject matter expert on various IT systems, from enterprise device management to wired and wireless networking endpoint security.
• Extensive experience deploying hundreds of macOS and iOS devices at scale and building configuration profiles and policies.
• Enjoy automating workflows and repetitive tasks.
• Exceptional verbal and written communication skills.
• Passionate about learning new technologies and passing that knowledge on by mentoring and developing team members.
• Provide on-call support on a rotational basis after business hours.
• Maintain IT supplies for the office, including ordering, dispatching and receiving deliveries and recycling inventory.

Nice to have

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

#LI-Hybrid #LI-JL2
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Please see the independent bias audit report covering our use of Covey here
Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant's job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company's annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
Base Pay Range in Local Currency:
€56.000 - €84.000 EUR
Get to Know Klaviyo
We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.
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