Service Desk Supervisor: Real-Time Ops & SLA Champion

ECI; Taguig; On-site; PHP 360,000 - 720,000; Full time

Job summary

ECI in Taguig, Philippines seeks a Service Desk Supervisor to lead day-to-day operations, ensure SLA protection, and coach analysts across Tier 1-3. You will own real-time queue visibility, manage escalations, and drive daily management actions to deliver high-quality MSP support.

As a key part of the Service Desk, you will coordinate capacity, monitor metrics, enforce SOPs, and partner with leadership to optimize performance while maintaining exceptional client experience for VIP accounts.

Responsibilities

• Operational Control & SLA Management
• Own real time visibility of call queues, ticket inflow, backlog, and aging
• Intervene during spikes, SLA breaches, or backlog growth
• Ensure VIP and special SLA accounts are identified and monitored
• Enforce escalation standards and guide workload prioritization within shifts
• Lead coaching on call handling, ticket handling, and customer communication
• Drive Daily Management actions and ensure actions are completed or recovered
• Support continuous improvement and automation adoption within the desk

Job description

ECI in Taguig, Philippines seeks a Service Desk Supervisor to lead day-to-day operations, ensure SLA protection, and coach analysts across Tier 1-3. You will own real-time queue visibility, manage escalations, and drive daily management actions to deliver high-quality MSP support.

As a key part of the Service Desk, you will coordinate capacity, monitor metrics, enforce SOPs, and partner with leadership to optimize performance while maintaining exceptional client experience for VIP accounts.