Team Lead – IT Help Desk

2+ years of experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar.
Experience managing projects or initiatives.
Experience with 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.
Experience deploying devices at scale.
Experience with Windows Intune MDM support.
Clear verbal and written communication skills.
Ability to work from the San Francisco office at least 3 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.

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 conference rooms and unified communications technology.

Experience with a ticketing system workflow builder.
Ability to build applications and tools that provide and/or use APIs to transfer data.
Understanding of networking topics.
Experience with programming languages or scripting knowledge.
Experience working in an IT procurement space.