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

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RHT

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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] www.rht.com
    • 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
      Why?
    • 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?
      • www.thinkhdi.com
      • 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] www.rht.com

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