Service Desk Manager

Overview 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, enabling clients 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 IT Service Desk Manager to join our team. This pivotal role involves managing a region of IT Service Desk resources to ensure the highest standards of service delivery and support. The manager will oversee day-to-day operations, including training, mentoring, and conducting performance reviews of direct reports, and provide strong leadership to the team in a positive and productive work environment. The role also serves as the final technical escalation point for IT issues handled by the Service Desk and collaborates with other departments to manage client escalations and expectations. This role is onsite and suitable for a proactive individual with excellent technical and leadership skills. What you will do Responsible for the performance of the entire Service Desk Team in a designated region within a follow-the-sun support model. Lead and mentor a team of Service Desk Supervisors, Analysts and Senior Analysts, fostering accountability, collaboration, and continuous improvement. Conduct regular performance evaluations, provide coaching, and identify training needs to support career growth and service excellence. Manage scheduling and resource allocation to ensure 24/7 coverage and optimal response times. Collaborate with the IT Director to manage the tactical requirements of the Service Desk. Service Delivery & Escalation Management Oversee the daily operations of the Service Desk, ensuring timely and effective resolution of incidents and service requests. Facilitate a smooth transition to the next Service Desk Manager for the upcoming shift. Serve as the final escalation point for complex technical issues, particularly those related to remote technical support. Monitor and report on key performance indicators (KPIs) such as SLA adherence, call answer rates and quality measures. Process Optimization & Quality Assurance Refine current ITIL-based service management processes to drive efficiency and consistency. Analyze ticket trends to identify root causes and recommend long-term solutions. Maintain and enhance the knowledge base and self-service tools to empower users. Monitor quality KPIs (e.g., QA scores, First Time Right, CSAT) and lead root cause analysis for underperformance. Collaborate with Supervisors and Training teams to refine evaluation criteria and learning interventions. Utilize dashboards and reporting tools to track quality trends and inform strategic decisions. Set and enforce communication benchmarks that reflect brand voice and empathy; oversee QA calibration sessions to ensure consistency in evaluation and feedback delivery. Leverage speech analytics and sentiment analysis to identify coaching opportunities and communication trends. Cross-Functional Collaboration Partner with internal teams (e.g., Shared Services) to ensure seamless service delivery and issue resolution. Act as the primary customer advocate interfacing with ECI's top accounts, ensuring clear and effective communication to address client needs and satisfaction. Serve as the defined escalation point of contact for critical client issues, maintaining strong relationships and proactively managing expectations to resolve concerns efficiently. Serve as the main point of escalation for the shift, including handling major incidents. Collaborate with the IT Service Desk Director and Global Head of Shared Services for strategic planning aligned with ECI’s mission of delivering secure, stable, high-performing IT services. Administer and optimize the ITSM platform (ServiceNow) to support workflow automation and reporting. Evaluate emerging technologies and recommend tools that enhance service desk capabilities and user experience. Who you are Certifications: Advanced certifications such as ITIL v4 or higher, PMP, CISSP, or equivalent preferred. Specialized technical certifications (e.g., Net+, MCP) are a strong advantage. Bachelor’s degree in an IT course or equivalent experience. Proven leadership ability with 5+ years in a management role overseeing technical teams, and 3+ years in a supervisory or decision-making capacity in IT service or support. Exceptional strategic communication skills, including the ability to articulate complex technical concepts to non-technical stakeholders. Demonstrated experience in developing and implementing service strategies, setting team performance goals, and driving measurable outcomes. Strong analytical capabilities to manage SLA performance, KPIs, and metrics, ensuring alignment with organizational objectives. Highly adept at problem-solving, conflict resolution, and team development, fostering collaboration and innovation. ECI’s culture is all about connection – with our clients, our technology and with each other. We offer a competitive compensation package and opportunities for growth. If you believe you would be a great fit, we would like to hear from you Love Your Job, Share Your Technology Passion, Create Your Future Here #J-18808-Ljbffr