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:

ECI is seeking a dynamic and experienced Service Desk Supervisor to join our team. This pivotal role involves managing a team of Service Desk Analysts and Senior Service Desk Analysts, ensuring the highest standards of service delivery and support. The key responsibilities include overseeing day-to-day operations, such as training, mentoring, and conducting performance reviews of direct reports. The supervisor will provide strong leadership to the team, fostering a positive and productive work environment.

Additionally, the role requires serving as the final technical escalation point for all remote desktop-related issues, offering expert guidance and solutions. The supervisor will also collaborate with other departments to manage client escalations and expectations effectively. This role is ideal for a proactive individual with excellent technical and leadership skills, ready to take on the challenge of enhancing our service desk operations.

This is a hybrid role.

What you will do:

Ticket Resolution:

• Provide top-notch remote service and support.
• Maintain clear and effective communication, ensuring full ticket ownership and user satisfaction.
• Resolve user issues through service desk tickets, escalating when necessary.
• Document time and notes in real-time, and follow up with vendors and partners.
• Identify improvement opportunities in client environments and build rapport with users.
• Troubleshoot and resolve issues per ECI standards, documenting resolutions in the knowledgebase.
• Stay ambitious about learning and training on ECI and industry products.
  
  

Team Management:

• Train, mentor, and develop new and existing employees.
• Review and approve timesheets and expenses, and conduct regular performance reviews.
• Lead a team of analysts, ensuring consistent support across shifts.
• Conduct regular team meetings and one-on-one sessions.
• Provide daily and weekly metric reports to management.
• Motivate the team through coaching, career planning, and setting growth objectives.
• Manage day-to-day team activities, service board queues, and tickets to achieve goals.
  
  

Client Management:

• Act as an escalation point for client issues, working directly with analysts to resolve them.
• Monitor and respond to customer satisfaction, proactively identifying potential problems.
• Provide feedback to management, service teams, and sales teams regarding client opportunities.
• Ensure effective communication with clients and forecast staffing needs.
• Interview, hire, and retain top talent, managing schedules for planned and unplanned absences.
  
  

Process Improvement & Quality Assurance:

• Ensure best-in-class service and support based on global strategy.
• Develop, maintain, and edit processes and procedures with other shift leads and managers.
• Regularly review tickets and incidents, converting items into the global knowledgebase.
• Oversee workflows, enforce quality standards, and continuously improve policies and procedures.
• Manage and QA client documentation, improving productivity and quality.
• Oversee ticket status and queues, creating reports on service ticket statistics, problems, and solutions.
  
  

SLA Management:

• Manage SLA for response and resolution times, monitoring and reporting against targets.
• Construct, gather, report, and manage KPIs and metrics for the team.
• Ensure call metrics align with global strategy and goals, managing real-time SLA response and resolution.
• Achieve performance metrics such as ticket escalation, FCR targets, analyst utilization, CSAT scores, and more.
  
  

Position Requirements:

• Certifications: A+ and one other technical certification (e.g., Net+, MCP), HDI preferred. ITIL v3 or higher is an advantage.
• College diploma or degree in Computer Science or equivalent.
• Exceptional written and oral communication skills.
• 2+ years in a support, service, or help desk role, and 1+ years in a management or supervisory role.
• Strong documentation skills, ability to absorb information quickly, and present ideas clearly.
• Highly self-motivated, detail-oriented, and capable of multitasking in a high-paced environment.
• Exceptional customer service orientation and ability to prioritize tasks effectively.
  
  

Working Conditions:

• Ability to work independently with moderate supervision and under moderate noise levels.
• Overtime and travel may be required to meet project deadlines.
• Flexibility to respond to multiple work pressures and sit for extended periods.
• Dexterity to operate a computer keyboard, mouse, and other components.
  
  

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