Service Desk Supervisor — SLA Guardian & Coach

ECI; Manila; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

ECI is the leading global provider of managed services, cybersecurity, and business transformation. We are seeking a Service Desk Supervisor in Manila to lead day-to-day operations, protect SLAs, and drive performance across the service desk team.

You will coach and develop Tier 1–3 analysts, manage escalation quality, and ensure a high level of client experience in a fast-paced MSP environment. Reports to the Service Desk Manager and collaborates with cross-functional teams.

Qualifications

• Requires experience leading a Service Desk team and meeting client SLAs.
• Strong coaching, performance management, and escalation controls.
• Proven ability to manage real-time queues and workload.
• Excellent communication with clients and analysts.

Responsibilities

• Own real-time visibility of call queues, ticket inflow, backlog, and aging.
• Ensure VIP and special SLA accounts are identified and managed.
• Coach analysts during shifts on call handling, ticket quality, and customer communication.
• Enforce escalation standards and determine proper ticket routing and prioritization.
• Lead daily management actions and translate metrics into same-day actions.
• Support continuous improvement including automation and knowledge articles.

Skills

SLA Management

People Leadership

Coaching & Mentoring

Service Desk Operations

Incident & Request Handling

Job description

ECI is the leading global provider of managed services, cybersecurity, and business transformation. We are seeking a Service Desk Supervisor in Manila to lead day-to-day operations, protect SLAs, and drive performance across the service desk team.

You will coach and develop Tier 1–3 analysts, manage escalation quality, and ensure a high level of client experience in a fast-paced MSP environment. Reports to the Service Desk Manager and collaborates with cross-functional teams.