habits of a successful service desk leader, david wright sdi
TRANSCRIPT
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Habits of a Successful Service
Desk ManagerDavid Wright – April 2014
Surprise | Delight | Inspire
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Surprise | Delight | Inspire
Introduction
David Wright, Service Desk Institute
Director of Professional Services
Inspire and Deliver @dai_wright
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Before we start
This is not new……
Confirm, Acknowledge, Maintain, Reassert, Convey, Demon
strate, Certify…
Spur, Inspire, Fortify, Restore, Galvanize, Rally, Revisit
, Vouch…
Stimulate, Replenish, Enliven, Revitalise,
Animate, Invigorate, Quicken…
Reaffirm, Advocate, Convey, Exhilarate,
Re-establish…
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Leadership defined
What is Leadership?
“Leadership is hard because
people and machines are flawed”
”One of the greatest things in my career is knowing that I have helped to
positively change people's thoughts."
”You are an example to
people, whether you want to be or
not. You set an example for future
generations to follow."
“Delegate to the lowest level
possible. Create a sense of
ownership, and great things can
happen.”
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Leadership defined
What is Leadership?
“Leadership is the the art of
influencing human behavior to
accomplish a mission in a manner
desired by the leader.”
@Cmdr_Hadfield #Outcomes #Hadfield #Pink14
1.7M followers
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Leadership defined
1948: “The art of influencing human behaviour
through the ability to directly influence people and direct them toward a specific goal”
1958: “The art of influencing and directing
men in such a way as to obtain their willing
obedience, confidence, respect, and loyal
cooperation in order to accomplish the
mission.”1973: ”The process of influencing
men in such a manner as to
accomplish the mission.” 1986: “The process by which an individual
determines direction and influences others to
accomplish the mission of the organisation."
1990: “The process of influencing
others to accomplish the mission by
providing purpose, direction, and
motivation.”
1992: “The process of influencing others to
perform a task through providing
purpose, direction and motivation.”
1993: “The process of influencing others
to accomplish the mission by providing
purpose, direction, and motivation.”2030: “The artistry of influencing the behaviours of all
forms of consciousness, to accomplish an assignment in
a manner desired by the leader, where the task does not
contravene the purpose of the conscious form.
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Manager to Leader….
The manager relies on
control; the leader
inspires trust.
.
A manager focuses on
systems and structure; the
leader focuses on people
A manager maintains;
the leader develops
The manager has a short-range view; the leader has a long-rangeperspective..
.
The manager asks how and when; the leader asks what and why.
.
.
The manager has his or her eye on
the bottom line; the leader’s eye is
on the horizon.
.
The manager accepts
the status quo; the
leader challenges it.
The manager imitates; the
leader originates.
The manager does
things right; the leader
does the right thing.
Leadership defined
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Fulfilment of human needs
Maslow’s Hierarchy of Needs….
Psychological health predicated on fulfilling innate human needs in priority, culminating in self-actualization
Abraham Harold #Maslow(1908 – 1970) Psychologist
Theory expressed in 1954 book Motivation and Personality
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The needs of the led
Service Desk hierarchy of Needs….
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Leadership now
What makes a great leader in the 21st Century…
Traditional is dead….
Where are you looking to anticipate change?
What is the diversity measure of your network?.
Are you courageous enough to abandon the past?
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Your personal value set
Defining you…..
Your Values, business and personal, compliment
and support.
Compliment strategy, prime
drivers, vision, values, propositions, mission, strap
line or dreams.
What is your personal value set?
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The Service Desk Leader
Share the experience, its all about the
human stuff…...
Define yourself and create….
Create emotional connections
between people, process and
technology…...
Communicate, Collaborate, Connect…...
Encourage the right
behaviours..….Be passionate and
believe…...
Explore without limits, embracethe impossible, practice
curiosity, focus on why…...
Do and dream at the
same time…...
Create diverse teams
and networks…...
Build collaborative, engaged
environments and cultures…...
Build trust, advocacy
and motivation…...
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Summary
Impossible is just someone else's opinion….
The person who says it cannot be done, should not interrupt the person who is doing it.
#breakdownbarriers #daretobedifferent
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Thank You!
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