Download - Help Desk Manager’s Crash Course
HELP DESK MANAGER’SCRASH COURSE
Phil Gerbyshak
HDI Midwest Regional Director
President, Make IT Great! Institute
Fast Facts About Phil
•Hometown: 996•Navy veteran•IT for 15+ Years•Author of 2 Books•Reader of 1000s of books and blogs•Connected to 1000s of people•Always looking to help
OVERVIEW
Hiring Teambuilding Delegation Rewards/Recognition Metrics that Matter
HIRING TIPS AND TRICKS
Know what you want Ask the right questions Long time to hire = long time to fire
http://www.flickr.com/photos/ingorrr/665331998/sizes/o/
IT’S JUST A LIST…
DELEGATION
GET UR DONE! When
Relevant or superior knowledge & skills? Commitment important? Capability important? Time to delegate effectively?
What Routine activities, even though you don't want to: Fact-finding assignments Preparation of rough drafts of reports Problem analysis and suggested actions Collection of data for reports Photocopying, printing, collating Data entry Menial Tasks
REWARDS AND RECOGNITION – MUST!
MUST! REWARDS/RECOGNITION
Meaningful (and full of meaning) Unique to the Individual Specific reason Timely (don’t wait until year end) ! Frequent
METRICS THAT MATTERA METRICS TRIANGLE
Productivity
EffectivenessCustomer Satisfaction
HOW DO WE MEASURE UP?
No single metric is greater than the triangle Balanced Scorecard Keeping Balance Metrics will not solve your problems or
make you more efficient. Metrics will help you identify your
problems and inefficiencies.
ENGAGE AND EMPOWER YOUR PEOPLE
“Only a manager can change the channel!”
FINAL POINTS
People matter…a LOT! Metrics matter…a LOT!
Connect with Phil
@philgerb on Twitter
philgerbyshak.com
slackermanager.com
philgerb just about everywhere there is social media
LET’S DISCUSS…
What are you having problems with? What would you like help with? What can you share that will help us all
improve?