Answer:
help desk manager.
Explanation:
A service level agreement (SLA) is usually between a service provider and its customers (end users).
In order to define and provide satisfactory service, organizations that provide services are expected to implement a service level agreement and it should comprise of the following parameters; responsibilities, expectations, metrics, time and frequency.
An example of a service level agreement is the mean time between failures (MTBF), mean time to repair or mean time to recovery (MTTR) which is generally used by telecommunications firms and internet service providers (ISP) for their respective customers.
Hence, tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use by help desk manager.
