Service Desk Manager at Empire Microsystems

Job description

• Address and deliver requested services and assist with general information or customer complaints within defined timelines;
• Manage Service request escalations;
• Manage and track all capacity and performance-related issues relating to provisioned services so as to meet the agreed business demands;
• Manage solution provider’s and ensure agreed SLA’s are adhered to;
• Provide performance reports and identify gaps aimed at improving services;
• Documentation of Service Desk & Request Fulfillment Management processes to drive the Service Operations function for addressing service requests;
• Manage staff performance in the team.