it manager's crash course

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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

• phil@philgerbyshak.com • 414-640-7445• PhilGerb on YOUR favorite

social network

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I TSM DEVOPS CONFERENCE

Thanks for coming! Let us know what you thought!