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

2. • 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