The Manager, IT Services is responsible for overseeing the internal helpdesk team as well as the enterprise-wide communication/collaboration tools used at Articulate.  As the first point of contact to our users for IT issues, it is important that the help desk is effective, efficient and always improving.  The Manager is responsible for identifying & driving changes needed to ensure the help desk is meeting its objectives while balancing the needs of a growing organization. As we are a remote and growing organization, this role ensures our communication and collaboration tools are meeting the needs of our users to work seamlessly together.

What you’ll do:

  • Managing and supporting a team of help desk technicians. Mentor, train and support the career development of your team.
  • Oversee the tickets created by users and ensure correct prioritization and timely resolution of issues.  Define internal Service Desk performance indicators and develop reporting to share with management that show the efficiency and effectiveness of the Service Desk.
  • Evolve and mature Service Desk processes to be scalable as the organization grows. Leverage technology solutions to supplement staff and drive self service. Continuously drive improvements that reduce the ratio of Service Desk staff to employees, and builds out capacity for SD members to work on IT initiatives beyond ticket resolutions.
  • Oversee the administration of tools that support endpoint security and communication and collaboration in partnership with the Information Security team. With guidance from IT leadership, support Compliance and HR related initiatives and drive any changes/deliverables needed from the IT Service Team.
  • Miscellaneous: Support processes for vendor management; asset management; optimization of software licenses in use; metrics development and tracking.

What you should have:

  • 5+ years of IT experience as a service desk specialist/manager or engineer
  • 3+ years experience in implementations or usage of an ITIL framework and an ITSM solution.
  • Experience with the Agile methodology.
  • Experience managing heterogeneous environments including Mac, Windows & Linux, on desktop and mobile devices. Mixed office productivity tools including MS Office, Google Workspace & Atlassian. Working knowledge of virtual machine and remote desktop solutions.
  • Comfortable interacting with people across all levels of the organization. Experience building relationships with employees, managers, peers and stakeholders, including obtaining and responding to structured user feedback.
  • Analytical, problem solving, and critical thinking skills to identify trends, root causes and propose solutions.
  • Must be self-directed, able to work independently, as well as work in a team-oriented and fast paced remote environment.
The pay range for this position is $99,900 to $149,900 for all US locations. Articulate takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. Articulate also offers a robust suite of benefits, check out the website for a full list.
About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective.  Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.
Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other.  In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here
Articulate welcomes different voices and viewpoints and does not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, native language, pregnancy status, physical size, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position. (For information about Articulate’s privacy practices, please view our Privacy Notice)
As an organization, we participate in E-Verify.


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