In this Webinar your will learn... -The Traits You Need To Look For When Choosing IT Support Team Members -How To Use Training and Mentoring To Eliminate Your Team’s Skills Gaps in your Service Desk -How To Engage and Reward Your Team in the Ways That Matter to Them -Succession and Onboarding - How To Prepare Your Team For The Future -How to create the Big Plan for your first 12 months as a Support Manager For more information please visit our site at www.invgate.com

1. Building your ITSM
Dream Team
Presented by
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2. Introducing our
Panelists
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3. Terry Siddall (@InvGate)
EVP of Sales, InvGate
Terry has been in the ITSM and ITAM space for over 12 years, and has
over twenty (20) years experience helping organizations to leverage the
right technology to deliver their business outcomes.
Doug Tedder (@DougTedder)
Founder, Tedder Consulting
Doug is a globally recognized IT Service expert with over 25 years
experience leading organizational transformation and
value delivery projects.
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4. Simone Jo Moore (@SimoneJoMoore)
ITSM Master Trainer, ITpreneurs
Share, connect, discover & realize. Simone is an expert in ITSM & HR as
well as business design, development & transformation.
She’s also a facilitator, writer, artist & professional speaker
Tyson Conrad(@GoliathTyson)
Founder, Goliath Construction Consulting
Tyson has a passion for helping candidates reach their professional and
personal goals and matching employers with the best talent in the
industry
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5. 96% of job seekers say it´s important to work for a
company that embraces transparency
Source: #GD Summit

6. How can a manager build an
atmosphere that’s both
transparent and diverse?Simone Jo MooreTyson Conrad

7. “I think it’s important to open the dialog that we’ll like
some tasks more than others. By accepting that, people
grow and can be more helpful within their team.
Ensure the strategic goals are visible and aligned all the
way down to the single employee. Make sure team
members have access to tools and can look up
information. They know a lot what is going in the
business. They are the company IT image!”
Susanne Karsvang
Global IT Support at Ramboll Denmark

8. Key Takeaway Points
1. Be up front about the challenges facing
your company
2. Look for a values match between
employees and the company
3. Transparency helps you define your
expectations and the desired outcomes

9. 76% of job seekers now consider company culture
when searching for a new position
Source: ICIMS

10. How should the matchmaking process
work?
What attributes should you look for in a
candidate?Simone Jo MooreTyson Conrad

11. Key Takeaway Points
1. For entry level, hire the traits & behaviors
that fit the position
2. Look for good listeners & problem solvers
3. Use the Can-do, Will-do, Will-fit framework
4. For senior level positions, it’s OK to give
added weight to skills & experience

12. 56% of new employees want a buddy or mentor to
help them get established
Source: BambooHR

13. Simone Jo MooreDoug Tedder
How should managers approach
training for both their experienced
staff and new hires?

14. “Team work involves 4 phases: Forming,
Storming, Norming and Performing.”
Kevin Stevens
BC Consultant (Energy and Utilities) at CGI

15. Key Takeaway Points
1. People skills must be coached
2. Technical skills can be trained
3. Soft skills training can fill the gaps
4. Mentors are a great source for real time
data on your current training approach

16. 43% of highly engaged employees receive feedback
at least once a week
Source: OfficeVibe

17. Doug Tedder
How can we provide feedback that
includes both the metrics and
behavioral elements?

18. “I think that hearing from customers about my team's
performance is a great reference point. Then I work
with the team and the individuals within to agree on
what is needed to meet customer expectations.
In the end, customer success is what we're responsible
for so we need to ensure that our skills, culture, tools
and process are aligned to achieve that goal.”
Richard Childs
Customer Services Delivery Manager at KNet

19. Key Takeaway Points
1. Take the time to set up a “feedback loop”
2. Find the ambassadors on your staff, they’ll
help you get your message out and they’ll
get feedback from the front line for you
3. Regularly carve out time to get the pulse of
your team

20. 41% Of IT Pro’s said they were expected to be
available 24/7
Source: TEKsystems

21. Simone Jo MooreDoug Tedder
How do you boost productivity
without burning your techs out?

22. Key Takeaway Points
1. Spread the workload fairly
2. Keep your agents empowered with the
correct tools and processes for the job
3. Ensure that there are skills overlaps,
particularly in critical areas

23. Over 90% of workers age 18-34 say that working at
a company with a clear succession plan would
improve their level of engagement
Source: Software Advice

24. With Millennials now making up over
50% of the workforce, how should they
be prepared and nurtured for leadership
roles?
Doug TedderTyson Conrad

25. Key Elements For Any Succession Plan
1. Identify the skill sets you’ll need
2. Identify the level of seniority that you’re
looking for
3. Have a development strategy for someone
that is interested in advancement
4. Seniority is not the only path to growth

26. Simone Jo Moore Tyson ConradDoug Tedder Terry Siddall
What should someone do in their first 12 months in a supervisory role?
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27. Q & A
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28. Thank You!
© Copyright 2015 InvGate S.R.L
www.invgate.com