HELP DESK MANAGER’S CRASH 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

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

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

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

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

Meaningful (and full of meaning)

Unique to the Individual

Specific reason

Timely (don’t wait until year end)

! Frequent

METRICS THAT MATTER A METRICS TRIANGLE Productivity Effectiveness Customer 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.

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!

People matter…a LOT!

Metrics matter…a LOT!

Connect with Phil @ philgerb on Twitter philgerbyshak.com slackermanager.com [email_address] 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?

What are you having problems with?

What would you like help with?

What can you share that will help us all improve?