As a Service Desk (“Help Desk”) Manager, a key measurement of success is your ability to provide solutions to your customers during the initial call. And as much as you want this to always happen there are a lot of cases where a ticket has to be logged and worked later after doing research and/or by a person of special expertise.
Leadership Tips
Study after study has shown that being happy at work is more about the little things than it is about large bonuses, stock options and exceptional benefits. I’m not saying those things don’t help, but feeling valued, respected and trusted at work is even more important.
Would you buy a house just because it is painted in a color you really like? Of course not; price, square footage, location, number of bedrooms and many other considerations go into buying a house. Selecting the right leader requires many considerations as well.
As a Service Desk manager, I had over 50 agents answering phones. I had observed that our customer service stats were trending down. I talked to my first line managers and they shared what they thought. However, the trend continued.
My wife has always had a way of making me feel good. She will often say things like, “You are handsome,” or “You are a good dad.” Simple, yes. Impactful, yes! I know I’m not the most handsome guy on the block, but she thinks I am. As long as I feel she thinks I am, then I am!
