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UrgentJensen Senior Itiler

Joined: Feb 23, 2005 Posts: 458 Location: London
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Posted: Thu Jul 31, 2008 6:28 pm Post subject: Super Team Leader |
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I'm bored of the usual questions, so here's a slightly different one:
What are the most important skills and personality traits of a good Service Desk Team Leader?
UJ _________________ Did I just say that out loud?
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Diarmid Senior Itiler

Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
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Posted: Thu Jul 31, 2008 6:57 pm Post subject: |
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It depends on the nature of the service desk.
An alternative answer is available (to do with communication skills, people skills, analytical skills and others). But that will cost a coffee and doughnut at a swanky caff. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718 |
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
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Posted: Thu Jul 31, 2008 7:27 pm Post subject: |
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As far as skills / experience goes
They had done the scut work - service desk monkey /
Personality trait
A good service desk lead or team lead should be like the guy in Apollo 13
no matter what goes wrong.. unflapable _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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UrgentJensen Senior Itiler

Joined: Feb 23, 2005 Posts: 458 Location: London
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Posted: Thu Jul 31, 2008 7:56 pm Post subject: |
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Obi Wan might be good: "These aren't the analysts you're looking for" _________________ Did I just say that out loud?
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
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Posted: Thu Jul 31, 2008 8:58 pm Post subject: |
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If you hire ex-military type, look for skills / activity like
Watch Officer or Watch NCO
These peolpe run the control centers of ships, commands etc
If non military type, any sort of control center staff who have to make decisions or work under pressure _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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dboylan Senior Itiler

Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
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Posted: Fri Aug 01, 2008 3:29 pm Post subject: |
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I have been that person in several previous lives and was often asked that very question.
My answer was always two-fold:
1) I have the temperament of an Air Traffic Controller in a high volume airport. I can multitask everything and can handle extreme situations with aplomb. I shine in high stress situations.
2) I have the patience of Jobe.
Don |
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UrgentJensen Senior Itiler

Joined: Feb 23, 2005 Posts: 458 Location: London
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Posted: Sat Aug 02, 2008 1:16 am Post subject: |
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I think that's hit the nail on the head. I would that they also have to be slightly ruthless.
You've got to be able to say "No". _________________ Did I just say that out loud?
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
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Posted: Sat Aug 02, 2008 1:52 am Post subject: |
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Not ruthless
They have to have empathy for the situation but from a one off point point of view
For example
A project manager needs to have his project completed by thne end of the weekend. He has a bunch of changes that he wants done. He waits to schedule them the last week (lack of P^6) before his project is due
Lo and behold major issues and his work does not get done
from a chaneg point of view ... I tell him .... I understand his issues but .. dont really care that his boss is going to be upset
for incidents - the carrier has a fiber cut to a OC192. It is going to take 12-48 hours to fix. The carrier is working to move as many customers to alternate path - takes times
If I worked for the carrier or the vendor using the carrier and my customers complain about their lack of service... I understand their problem, I feel for them but the issue is out of my hands.. I cant wave my hand and fix the problem
As I worked in the US Military as an Oxymoron - Military intelligence analyst - I used to brief admirals and generals - types who can blow up the word. A corporate Managing director just does not phase me.
I am polite.. I feel his issue. i will keep pushing to find out about getting the issue solved for him .. in line with my role and responsibilty but.....
as soon as I hang up... I deal with the next one.... _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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