About this role
The ECI Service Desk Supervisor is responsible for day-to-day operational control, service quality, and team performance within the Service Desk. This role ensures that client SLAs are met, incidents and requests are managed correctly, and analysts are enabled, coached, and held accountable to ECI standards. The Supervisor acts as the operational owner of the Service Desk shift, ensuring the team operates as a resolution focused MSP service, not a ticket dispatch function.