Service Desk Manager USMCA HUB

Intranet•Baltimore, MD

About The Position

Atradius is seeking a service-excellence-focused manager to oversee the day-to-day operation of the Service Desk team for the USMCA HUB. The role provides leadership and direction to a team working across several international locations, ensuring work is delivered thoroughly, efficiently, and in accordance with service-level agreements in a customer-process-driven environment. The manager acts as the regional point of contact for service issues and as an end-user advocate, ensuring issues are resolved promptly. The position is based at one of Atradius’ main offices in the region and requires occasional travel to other Atradius offices. The manager oversees service desk operations, including ticket prioritization, escalations, incident and request resolution, service quality, operating procedures, vendors, and the Service Desk budget. The role leads, mentors, and develops a global team of IT Service Desk Analysts and Team Leads, and uses performance metrics and feedback to improve workflows and service delivery. Atradius describes its culture as based on teamwork, reliable accountability, continuous improvement, and service. It promotes an inclusive workplace and equal opportunities. The company offers a dynamic international environment, training and professional development, competitive salary, a pension package, and flexible benefits and rewards.

Requirements

Experience leading IT service desk or technical support operations, including team management, performance coaching, and process improvement.
In-depth understanding of IT support practices, ticketing systems, and incident management.
Proficiency in IT service management tools.
Technical background in hardware, software, and networking support.
Exceptional customer-facing communication skills and a focus on service excellence.
Ability to handle escalated issues and conflicts professionally and tactfully.
Fluency in English.
Excellent understanding of ITIL best practices and service delivery frameworks.
Knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Office.
Knowledge of Windows 11 and mobile device platforms.
Knowledge of endpoint management tools and processes, including Intune and SCCM.
Knowledge of identity and access management, including Active Directory, Azure AD, MFA, and SSO.
Willingness to travel and engage with regional business units.

Nice To Haves

Degree in Information Technology, Information Systems, or a related field, or equivalent professional experience.
Additional European languages.
ITIL v4 Foundation certification or higher.
Experience with ITSM tools such as ServiceNow.

Responsibilities

Oversee day-to-day Service Desk operations, ticket prioritization, and timely ticket resolution.
Resolve escalations involving complex technical issues.
Ensure incidents, requests, and changes are resolved in line with SLAs.
Lead the Service Desk team and foster a positive, productive work environment.
Optimize workflows, ticketing systems, and service delivery.
Assess performance metrics and feedback and recommend continuous-improvement opportunities.
Manage vendor relationships and support the IT annual budget, including tracking compliance and managing selected vendor invoice payments.
Develop and track KPIs and metrics to measure team performance and service quality.
Lead, mentor, and develop IT Service Desk Analysts and Team Leads across international locations.
Provide training and development opportunities, conduct performance reviews, provide constructive feedback, and identify development needs.
Manage the budget related to the Service Desk area.
Ensure Service Desk operating procedures are created, maintained, and followed.
Act as the regional point of contact for reporting service issues and advocate for end users.
Travel occasionally to other Atradius offices and engage with regional business units.