Service Desk Lead, SLA & VIP Client Experience

ECI; Taguig; On-site; PHP 900,000 - 1,150,000; Full time

Job summary

ECI Service Desk Supervisor is responsible for day-to-day operational control, service quality, and team performance within the Service Desk. The role ensures client SLAs are met, incidents and requests are managed correctly, and analysts are coached and held to ECI standards.

The Supervisor is the operational owner of the shift, ensuring the team remains a resolution-focused MSP service, not just a ticket dispatch function.

Responsibilities

• 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
• Request short-term capacity adjustments from the Service Desk Manager when demand exceeds available resources.
• 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.
• 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.
• 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.
• 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.
• Supervisors identify and elevate 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
• 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
• Support recruitment efforts through technical screening, interviews and hiring recommendations for Service Desk Analysts

Job description

ECI Service Desk Supervisor is responsible for day-to-day operational control, service quality, and team performance within the Service Desk. The role ensures client SLAs are met, incidents and requests are managed correctly, and analysts are coached and held to ECI standards.

The Supervisor is the operational owner of the shift, ensuring the team remains a resolution-focused MSP service, not just a ticket dispatch function.