A special guest blog posting from Donna Earl – A.K.A. “The Help Desk Coach”
Most help desk managers are promoted based on their technical abilities, then find it challenging to manage team performance and be the spokesperson for IT support within the organization.
Take this quiz below to assess your strengths and challenges as a manager.
Rate yourself on a Effectiveness scale of 1 – 5.
|5 points||4 points||3 points||2 points||1 point|
|1.||Rate your comfort in switching from individual contributor to lead/manager.|
|2.||How effectively do you represent the function and needs of the Help Desk to upper management?|
|3.||Are you able to easily negotiate realistic SLAs with peer managers?|
|4.||Is recruiting and hiring effective agents part of your skill set?|
|5.||Are you comfortable setting individual and team performance goals?|
|6.||How effective are your performance feedback sessions with agents?|
|7.||Do you model ideal customer service skills to your team?|
|8.||How diplomatic are you dealing with escalated calls from customers and other managers?|
|9.||Do you feel you have the respect and confidence of the team?|
|10.||Does your manager has confidence in your leadership abilities?|
|Total Score (add up the above responses):|
|Interpretation of Total Score:|
|40-50||=||Congratulations on managing your role well. You show excellent abilities to manage team member performance, and interact with peers and the organization as an effective advocate for the tech support team.|
|30-40||=||While you’re comfortable and effective in some areas, you will feel more confident and effective with targeted coaching and advanced performance management tools.|
|20-30||=||Moving from a role which depends on technical expertise into a role with different skillsets can be overwhelming. The new role requires shift in focus from technical problem solving to solving people problems, and solving department problems with a big picture perspective. A management training session will provide skills and tools to succeed in this new role.|
|0-20||=||Feeling out of one’s comfort and competency zone is discouraging. Start now to fill the skills and tools gap, and develop a managerial mindset. Management training and individual coaching will provide the support you need to be successful.|
Information on Help Desk Coach management training and coaching is available on www.HelpDeskCoach.com.
© Donna Earl 2016.