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.
lack of clarity
Lack of clarity on team roles, and/or the purpose and vision of the team is an often common barrier to team effectiveness. When teams encounter this barrier they are less likely to have much passion, let alone commitment to the team.