Help Desk Manager’s Crash Course

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Phil Gerbyshak
HDI Motown August 2009

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  • Phil: At dinner at Burger Bar in Mandalay Bay. One of only 2 tables. Have 2 sets of TVs, one with ESPN (showing SportsCenter) and one with ESPN2 (showing poker). It’s 11 PM at night, so we asked our waiter, can you put on ESPN? Waiter said he wasn’t sure, but he’d check. 15 minutes later, he came back and said he probably can’t do that. Female hostess came by then and let us know that she heard we wanted the channel changed. We were hopeful she would be able to change the channel. She apologized and said indignantly “I can’t change the channel. Only a manager can change the channel. And I can’t find the manager to ask him to change the channel.” So what’s the point? She’s not engaged enough to find the manager to ask a question that would make her customers happy She’s not empowered enough to say this is a dumb policy, it needs to be changed. This is a perfect task to be delegated.
  • Help Desk Manager’s Crash Course

    1. 1. HELP DESK MANAGER’S CRASH COURSE Phil Gerbyshak HDI Midwest Regional Director President, Make IT Great! Institute
    2. 3. <ul><li>Fast Facts About Phil </li></ul><ul><li>Hometown: 996 </li></ul><ul><li>Navy veteran </li></ul><ul><li>IT for 15+ Years </li></ul><ul><li>Author of 2 Books </li></ul><ul><li>Reader of 1000s of books and blogs </li></ul><ul><li>Connected to 1000s of people </li></ul><ul><li>Always looking to help </li></ul>
    3. 5. OVERVIEW <ul><li>Hiring </li></ul><ul><li>Teambuilding </li></ul><ul><li>Delegation </li></ul><ul><li>Rewards/Recognition </li></ul><ul><li>Metrics that Matter </li></ul>
    4. 6. HIRING TIPS AND TRICKS <ul><li>Know what you want </li></ul><ul><li>Ask the right questions </li></ul><ul><li>Long time to hire = long time to fire </li></ul>
    5. 7. http://www.flickr.com/photos/ingorrr/665331998/sizes/o/
    6. 8. IT’S JUST A LIST…
    7. 9. DELEGATION
    8. 10. GET UR DONE! <ul><li>When </li></ul><ul><ul><li>Relevant or superior knowledge & skills? </li></ul></ul><ul><ul><li>Commitment important? </li></ul></ul><ul><ul><li>Capability important? </li></ul></ul><ul><ul><li>Time to delegate effectively? </li></ul></ul><ul><li>What </li></ul><ul><ul><li>Routine activities, even though you don't want to: </li></ul></ul><ul><ul><li>Fact-finding assignments </li></ul></ul><ul><ul><li>Preparation of rough drafts of reports </li></ul></ul><ul><ul><li>Problem analysis and suggested actions </li></ul></ul><ul><ul><li>Collection of data for reports </li></ul></ul><ul><ul><li>Photocopying, printing, collating </li></ul></ul><ul><ul><li>Data entry </li></ul></ul><ul><ul><li>Menial Tasks </li></ul></ul>
    9. 11. REWARDS AND RECOGNITION – MUST!
    10. 12. MUST! REWARDS/RECOGNITION <ul><li>Meaningful (and full of meaning) </li></ul><ul><li>Unique to the Individual </li></ul><ul><li>Specific reason </li></ul><ul><li>Timely (don’t wait until year end) </li></ul><ul><li>! Frequent </li></ul>
    11. 13. METRICS THAT MATTER A METRICS TRIANGLE Productivity Effectiveness Customer Satisfaction
    12. 14. HOW DO WE MEASURE UP? <ul><li>No single metric is greater than the triangle </li></ul><ul><li>Balanced Scorecard </li></ul><ul><li>Keeping Balance </li></ul><ul><li>Metrics will not solve your problems or make you more efficient. </li></ul><ul><li>Metrics will help you identify your problems and inefficiencies. </li></ul>
    13. 15. ENGAGE AND EMPOWER YOUR PEOPLE “ Only a manager can change the channel!”
    14. 16. FINAL POINTS <ul><li>People matter…a LOT! </li></ul><ul><li>Metrics matter…a LOT! </li></ul>
    15. 17. Connect with Phil @ philgerb on Twitter philgerbyshak.com slackermanager.com [email_address] philgerb just about everywhere there is social media 
    16. 19. LET’S DISCUSS… <ul><li>What are you having problems with? </li></ul><ul><li>What would you like help with? </li></ul><ul><li>What can you share that will help us all improve? </li></ul>

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