it manager's crash course
TRANSCRIPT
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I TSM DEVOPS CONFERENCE
IT Manager’s Crash Course
Phil GerbyshakNetworking Superhero, Make it Great
Institute
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What are you hiring for?
4
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MAKE A LIST
• Skills you need• 1• 2• 3
• Behaviors you expect• 1• 2• 3
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DEVELOP QUESTIONS (and ANSWERS)Uncover these skills and behaviors
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METRICS TRIANGLE
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CUSTOMER SATISFACTION
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EMPLOYEE PRODUCTIVITY
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EMPLOYEE SATISFACTION
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PULL ON ANY SIDE, IT’S NO LONGER A TRIANGLE
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Schedule regular (and irregular) feedback.
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Weekly one-on-ones.
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FIVE PENNIES OF FEEDBACK
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Spell it OUT!
PROGRESSIVE DISCIPLINE WORKS BEST
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ONE, TWO, THREE STRIKES YOU’RE OUT!
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TERMINATOR!
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TERMINATOR!
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MARKETING YOUR SERVICE DESK
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CULTURE MATTERS
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Listen First
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Market to Your Team First
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Invest in Training and Development
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Market to IT Second
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FISH! Philosophy
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Market to Everyone Else Last
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Ice Cream Can Help You Win Friends and Influence People
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Your Calls to Action
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Write out your job descriptionand the questions and answers to the
questions
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Schedule Your Weekliesand your five pennies of feedback.
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Spell out your discipline policy and share it with your team
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Measure your successmetrics triangle
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Market your successTo your team, to your department, to your entire
company
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Connect with Phil
• [email protected] • 414-640-7445• PhilGerb on YOUR favorite
social network
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I TSM DEVOPS CONFERENCE
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