Team Lead, Collaboration Technology @ Klaviyo!

Boston, MA (3x a week - Hybrid)

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.

About the team

Klaviyo's global corporate Information Technology (IT) team — a member of 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 — is 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 (you)

As the IT Team Lead, Collaboration Technology, you will play a pivotal role in shaping and driving our AV initiatives across the organization. You will help to build a talented team of AV technicians ensuring the seamless integration and operation of AV systems in various environments, from conference rooms to large-scale events.

Your responsibilities will include overseeing the design, installation, and maintenance of AV equipment, as well as collaborating with stakeholders to identify their needs and deliver tailored solutions. You will be responsible for project management, ensuring that all AV projects are completed on time and within budget, while maintaining the highest standards of quality and performance.

In this role, you will leverage your expertise in Collaboration Technology to mentor and develop your team, fostering an environment of continuous learning and innovation. Your leadership will be critical in implementing best practices, optimizing workflows, and enhancing the overall AV experience for users.

We are looking for a strategic thinker with strong technical skills and excellent communication abilities. If you are passionate about AV technology and have a proven track record in leading teams, we invite you to join us in creating impactful audiovisual experiences.

How you’ll have an impact

• You'll oversee the ticket queue related to collaboration technology, ensure that priority tickets are solved expediently, and provide coaching and guidance to more junior team members.
• You’ll support in office events for Klaviyos and help educated end users on using the in office collaboration technology
• You'll support our conference rooms and unified communications technology on a Global scale.
• Identify recurring technical issues and eliminate manual processes through automation.
• You'll mentor team members to grow and develop in their careers and help increase their scope and impact throughout their tenure at Klaviyo.
• You'll provide real-time support to Klaviyos globally by asking the right questions to dig into the root cause of the AV problem.
• Establish team standards and monitor objectives and key results (OKRs).
• Participate actively with documentation and write knowledge base articles, including editing and reviewing documentation created by junior team members.

What we’re looking for

• You have experience managing projects or initiatives.

You have experience running an audio console, video switcher, camera, microphone and related equipment.

• You’ve run live events, live audio reinforcement, basic live TV production, or similar.
• You have experience with Wirecast streaming software (or similar), Zoom, Jamboard, and other unified communications solutions. 
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira).
• You’ve worked with Robin, OfficeSpace, Envoy or similar workplace management applications. 
• You have clear verbal and written communication skills. 
• You're passionate about learning new technologies and passing that knowledge on. 
• You enjoy working on challenging problems and finding impactful solutions.
• You have wired and wireless networking knowledge.
• You can work from the Boston office at least 4 days per week as needed and offer after-hours on-site event support as needed.
• Provide on-call support on a rotational basis after business hours. 
• Able to handle freight shipments and moving equipment up to 50lbs.

Nice to have

• You got experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar.
• You've got experience with programming languages or scripting knowledge.
• You have experience with MDM/SSO strategy and support. 
• You have wired and wireless networking knowledge.

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