Carlo Mambro

Senior Manager, Service Desks @Fujitsu

Montreal, QC, CA

Guide, motivate and manage staff in delivering quality technical support on Enterprise & POS software and hardware remotely to customers and end users. Develop and sustain a high level of customer satisfaction. Establish and lead plans for developing and improving the support delivery to customers. Participate in the creation of procedures to facilitate the delivery of remote technical support. Ensure support delivered meets organizational quality standards and actively monitor the defined service levels. Maintain effective communications with customers and other departments. Provide price quotes on requests for work falling outside of customer SOW’s. Forecast and maintain P&L throughout the Service Desk organizations in Canada and USA. Developing employees and their skills. Monitoring Service Levels, Average Speed of Answer and abandon rate. Managing the day-to-day delivery activities to minimize customer down time and ensure customer satisfaction. Handling customer escalations.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n