Service Desk Manager

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
IT Service Desk Manager
to join our team. This pivotal role involves managing a region of IT Service Desk resources ensuring the highest standards of service delivery and support. The key responsibilities include overseeing day[1]to-day operations, such as training, mentoring, and conducting performance reviews of direct reports. The manager 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 IT issues being handled by Service Desk, offering expert guidance and solutions. The manager 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 an Onsite role.

What you will do:
Team Leadership & Development

• 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 a culture of 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 the 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 and
• reduce ticket volume.
• Monitor quality KPIs (e.g., QA scores, First Time Right, CSAT) and lead root cause

analysis for underperformance.

• Collaborate with Supervisors and Training team 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, empathy, and

resolution effectiveness.

• 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.

• Acts as the primary customer advocate interfacing with ECI's top accounts, ensuring

clear and effective communication to address client needs and satisfaction.

• Serves as the defined escalation point of contact for critical client issues, maintaining

strong relationships and proactively managing expectations to resolve concerns

efficiently.

• Serves as the main point of escalation for the shift, including handling major incidents.
• Collaborate with 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.

Technology & Tools

• Administer and optimize 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 management role overseeing technical teams,

and 3+ years in a supervisory or decision-making capacity in IT service or support

environments.

• 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 – connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more If you believe you would be a great fit and are ready for your best job ever,
we would like to hear from you
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