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Apr2008   Management Developmentfor New Tech Support Managers
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Apr2008 Management Developmentfor New Tech Support Managers


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  • Good morning/afternoon. I’m Nihal Solomon, Recruiting Manager for Robert Half Technology. [GIVE A BRIEF DESCRIPTION OF THE COMPANY AND WHAT YOU DO].
  • Transcript

    • 1. Management Development for New Technical Support Managers Nihal Solomon Recruiting Manager n [email_address]
    • 2. Manager Training for New Managers
      • Science
        • Analysts becoming managers
        • Manager training
        • New Manager training resources (HDI)
      • Art
        • Soft skills and soft skill development
        • Justifying training
        • 21 st century technical support center
    • 3.
      • Great exposure to a company’s products/services
        • Experience on a wide basis and/or very in-depth
      • Must be technically savvy and able to adapt
      • Work with both technical/non-technical constituents
      • Customer service, problem-solving skills ingrained
      • Front-line, direct contact with customers – most knowledge with what is or is not working
      • Successful analysts must be able to think on their feet
    • 4.
      • Tech support analysts receive little management training
      • Start in an entry-level position right out of school
      • Have limited knowledge about tech support’s role in the organization
      • Promotion process is gradual
      But, there’s a catch…
    • 5. What training have new managers already received?
      • Analyst training might include …
      • Technical training
      • Listening skills
      • Customer service skills
      • Problem solving
      • Internal company policies/procedures
        • Hold times, escalation, scripts, etc.
    • 6. What do new managers need to be trained on?
      • Training for managing direct reports, not resolving end-user issues
      • Listening skills
      • Communication and public speaking
      • Diversity training
        • Age, cultures, gender
      • Governance/compliance
    • 7. What (else) do new managers need to be trained on?
      • Call/tech support center optimization
        • Staffing models
      • Team motivation
      • Retention
      • Reducing turnover
      • Optimizing team performance
      • Head count justification/budgeting
      • Writing/delivering effective performance reviews
    • 8.
      • Where can I find these resources?
      • HDI Member Tool Boxes
      • Focus Books
      • HDI White Papers
      • Vendor White Papers
      • SPIN Seminars
      • Conference Presentations
      • Metrics Guides (Volumes 1-3)
      This is where HDI comes in
    • 9.
      • Content includes:
      • Technical support center staffing and scheduling
      • Using Erlang C tools
      • Handling scope creep
      • Support center assessment tools
      • Purchasing support center software
      Manager’s Tool Box
    • 10.
      • Metrics (calculation and reporting)
      • Service level management
      • ITIL
      • Knowledge centers
      • Staffing
      • Training
      Some key HDI focus areas
    • 11.
      • Soft skills identification
      • Soft skills development
      • Justification for this training
      … now for the Art
    • 12. What are soft skills?
    • 13.
      • Have new managers:
      • Take internal training (experiential)
      • Roll out a new application
      • Participate in user groups
      • Perform as project leads
      • Be involved in the interview process
      • Participate in your company’s mentoring program
      • Join Toastmasters
      • Assume leadership roles in professional associations, neighborhood groups, external interests
      Soft skills – How do you get there?
    • 14.
      • CIOs who said they are taking steps to identify and prepare IT staff members for managerial roles are taking these development steps*:
      • Mentoring programs 43%
      • Management training 42%
      • Soft-skills training 35%
      • Succession-planning programs 19%
      • Other 1%
      • *Multiple responses were allowed
      Robert Half Technology survey
    • 15.
      • According to the U.S. Bureau of Labor Statistics, there will be nearly 1 million more IT jobs in 2014 than today
        • This figure jumps to more than 1.3 million when retirements of baby boomers are factored in
      • Fewer college students are choosing to major in computer science, engineering and mathematics to refill the ranks
      • Businesses are expanding, especially in IT
      • … it’s a competitive hiring environment
      It’s the demographics
    • 16.
      • Tech support centers will be comprised of a multi-generational workforce
      • Many IT executives/managers will return to work as consultants
      • Older workers will be reporting to younger managers and vice versa
      • … Your staff development needs to account for this
      What does this mean?
    • 17. Management Development for New Technical Support Managers Nihal Solomon Recruiting Manager n [email_address]