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

phil@philgerbyshak.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?