Tom Grosso

Executive Director, Service Desk CAI

Tom is serving as an Executive Director who is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services to his company’s various clients. It is Tom's job to provide oversight for all Service Desk Elements including client relations, staffing to meet ever changing workflow/support needs, operational reporting, employee relations, telephony, policies and procedures that of which are designed to ensure consistently high service performance against established SLA's. In addition, evaluating all phases of the "Customer Experience" life cycle to develop quality improvement processes.