Super Team Leader

[UrgentJensen]

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
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[Diarmid]

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.
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"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

[UKVIKING]

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
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[UrgentJensen]

Obi Wan might be good: "These aren't the analysts you're looking for"
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[UKVIKING]

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

[dboylan]

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

[UrgentJensen]

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".
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[UKVIKING]

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