{"id":2936211,"url":"https://alion.io/job/eci-service-desk-supervisor","title":"Service Desk Supervisor","company":{"id":3810727,"name":"ECI","domain":"eci.com","url":"https://alion.io/company/eze-castle-integrations","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":22000,"period":"year","method":"role_country_seniority_unknown","sample_n":12},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-19T16:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-21T18:36:39Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\n\nAt 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.\n\nThe Opportunity:\n\nThe 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,\nincidents and requests are managed correctly, and analysts are enabled, coached, and held accountable to ECI standards.\nThe 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.\n\nKey Focus Areas\nOperational execution and SLA protection\nAnalyst performance, coaching, and adherence to SOPs\nEscalation quality and flow control\nDaily Management and metrics driven decision making\nClient experience, especially for VIP and special SLA accounts Reporting Line\nReports to: Service Desk Manager\nDirect reports: Service Desk Analysts (Tier 1, Tier 2, Tier 3, and Team Leads)\n\nCore Responsibilities:\n\nA. Operational Control & SLA Management\nOwn real time visibility of:\nCall queues, ticket inflow, backlog, and aging\nSLA risk by priority, client, and channel\nActively intervene when:\nSpike of call contacts in queue\nSLA breaches are likely\nBacklog is trending upward\nCapacity gaps emerge due to absences, spikes, or tooling issues\nEnsure VIP and special SLA accounts are identified, monitored, and managed correctly\nSupervisors control actions include:\nReprioritizing tickets across analysts\nTemporarily halting lower priority work\nDirecting agents to focus on specific queues, clients, or priorities\nEnforcing escalation standards and rejecting poor escalations\nMake real-time operational decisions on workload prioritization, queue management, and SLA recovery within the shift. ([RC1.1]\nRequest short-term capacity adjustments from the Service Desk Manager when demand exceeds available resources.\n\nB. Daily Management & Metrics Ownership\nActively support the Service Desk Daily Management Huddle\nThe Supervisor is accountable for ensuring Daily Management actions are executed the same day or escalated with a recovery plan.\nSupervisor owns execution of actions\nEnsure metrics are:\nUnderstood by analysts\nInterpreted correctly\nTied to actions and owners\nTranslate metrics into clear, same day decisions, such as:\nRebalancing workload\nClearing aged tickets\nAddressing process or tooling blockers\nC. Analyst Enablement, Coaching & Accountability\nProvide real time coaching during shifts:\nCall handling quality\nTicket handling quality\nCustomer communication\nCorrect use of incidents vs. requests\nReview ticket quality daily:\nDocumentation standards\nCorrect categorization and assignment\nClear next steps\nReinforce SOPs through:\nSide by side coaching\nTargeted reminders\nEscalate repeated performance or behavior issues to the Service Desk Manager with documented examples.\nD. Escalation Quality & Flow Management\nEnsure escalations are:\nNecessary (not premature)\nProperly documented\nRouted to the correct team\nFunction as the first escalation point before leadership unless severity requires otherwise\nPartner with escalation teams to:\nRemove repeat blockers\nClarify scope boundaries\nImprove handoffs and feedback loops\nSupervisors may decline or return escalations that do not meet documentation or troubleshooting standards.\nE. Client Experience & Professional Standards\nEnsure analysts follow ECI Professional Communications Standards\nAddress client dissatisfaction proactively\nSupport difficult or sensitive client interactions when needed\nReinforce resolution ownership and customer empathy\nReport and work alongside Managers reviewing client feedback, CSAT signals, or recurring complaints and take same day corrective action where feasible.\nF. Continuous Improvement & Automation Adoption\nSupervisors identify and escalate improvement opportunities; Managers prioritize, approve, and lead implementation.\nIdentify daily friction points:\nRepetitive work\nManual routing\nSOP gaps\nEscalate improvement opportunities via:\nDaily Management actions\nProcess CAB\nEnsure analysts adopt:\nAutomation\nKnowledge articles\nApproved workflows\nG. People Management Authority\nOwn end-to-end people management for assigned analysts, including performance reviews, goal setting, coaching, and development planning\nLead performance management actions, including PIPs and disciplinary actions in alignment with HR and Service Desk Manager\nParticipate in hiring processes, including technical interviews and candidate evaluation\nEnsure team readiness through onboarding, training, and continuous capability development\n\nH. Hiring and Technical Interviewing\nSupport recruitment efforts through technical screening, interviews and hiring recommendations for Service Desk Analysts","description_format":"text","description_chars":5318,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Managed Security","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-20T16:08:25Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":21,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/eci-service-desk-supervisor","json_url":"https://alion.io/job/eci-service-desk-supervisor.json","meta":{"generated_at":"2026-10-21T18:56:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26819,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3810727},"rest":"https://alion.io/mcp/rest/get_company?id=3810727"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feci-service-desk-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feci-service-desk-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feci-service-desk-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eci-service-desk-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feci-service-desk-supervisor"}]}