Service Desk Supervisor

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide WITH over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

The ECI Service Desk Supervisor is responsible for day-to-day operational control, service quality, and team performance within the Service Desk. This role ensures that client SLAs are met,

incidents and requests are managed correctly, and analysts are enabled, coached, and held accountable to ECI standards.

The Supervisor acts as the operational owner of the Service Desk shift, ensuring the team operates as a resolution focused MSP service, not a ticket dispatch function.

Key Focus Areas

Operational execution and SLA protection

Analyst performance, coaching, and adherence to SOPs

Escalation quality and flow control

Daily Management and metrics driven decision making

Client experience, especially for VIP and special SLA accounts Reporting Line

Reports to: Service Desk Manager

Direct reports: Service Desk Analysts (Tier 1, Tier 2, Tier 3, and Team Leads)

Core Responsibilities:

A. Operational Control & SLA Management

Own real time visibility of:

Call queues, ticket inflow, backlog, and aging

SLA risk by priority, client, and channel

Actively intervene when:

Spike of call contacts in queue

SLA breaches are likely

Backlog is trending upward

Capacity gaps emerge due to absences, spikes, or tooling issues

Ensure VIP and special SLA accounts are identified, monitored, and managed correctly

Supervisors control actions include:

Reprioritizing tickets across analysts

Temporarily halting lower priority work

Directing agents to focus on specific queues, clients, or priorities

Enforcing escalation standards and rejecting poor escalations

Make real-time operational decisions on workload prioritization, queue management, and SLA recovery within the shift. ([RC1.1]

Request short-term capacity adjustments from the Service Desk Manager when demand exceeds available resources.

B. Daily Management & Metrics Ownership

Actively support the Service Desk Daily Management Huddle

The Supervisor is accountable for ensuring Daily Management actions are executed the same day or escalated with a recovery plan.

Supervisor owns execution of actions

Ensure metrics are:

Understood by analysts

Interpreted correctly

Tied to actions and owners

Translate metrics into clear, same day decisions, such as:

Rebalancing workload

Clearing aged tickets

Addressing process or tooling blockers

C. Analyst Enablement, Coaching & Accountability

Provide real time coaching during shifts:

Call handling quality

Ticket handling quality

Customer communication

Correct use of incidents vs. requests

Review ticket quality daily:

Documentation standards

Correct categorization and assignment

Clear next steps

Reinforce SOPs through:

Side by side coaching

Targeted reminders

Escalate repeated performance or behavior issues to the Service Desk Manager with documented examples.

D. Escalation Quality & Flow Management

Ensure escalations are:

Necessary (not premature)

Properly documented

Routed to the correct team

Function as the first escalation point before leadership unless severity requires otherwise

Partner with escalation teams to:

Remove repeat blockers

Clarify scope boundaries

Improve handoffs and feedback loops

Supervisors may decline or return escalations that do not meet documentation or troubleshooting standards.

E. Client Experience & Professional Standards

Ensure analysts follow ECI Professional Communications Standards

Address client dissatisfaction proactively

Support difficult or sensitive client interactions when needed

Reinforce resolution ownership and customer empathy

Report and work alongside Managers reviewing client feedback, CSAT signals, or recurring complaints and take same day corrective action where feasible.

F. Continuous Improvement & Automation Adoption

Supervisors identify and escalate improvement opportunities; Managers prioritize, approve, and lead implementation.

Identify daily friction points:

Repetitive work

Manual routing

SOP gaps

Escalate improvement opportunities via:

Daily Management actions

Process CAB

Ensure analysts adopt:

Automation

Knowledge articles

Approved workflows

G. People Management Authority

Own end-to-end people management for assigned analysts, including performance reviews, goal setting, coaching, and development planning

Lead performance management actions, including PIPs and disciplinary actions in alignment with HR and Service Desk Manager

Participate in hiring processes, including technical interviews and candidate evaluation

Ensure team readiness through onboarding, training, and continuous capability development

H. Hiring and Technical Interviewing

Support recruitment efforts through technical screening, interviews and hiring recommendations for Service Desk Analysts