Service Desk manager or Team leader

[freyasdad]

Hi,

I am revamping the service desk in the company I work at, and my SD manager is not effective. He has been in the role for 5 years and achieved nothing except gather complaints from the users. The SD is made up of 7 staff, of whom only really 3 are effective. So..... plan is to keep the 3 effective ones as 1st line (where the customer perception / trust can be rebuilt) and move the others into a 2nd line role. may not be ideal, but will certainly improve matters while I plan the next approach. The 2nd line will move into the Tech Support team, leaving the SD as just 3 + manager. Now... I think that with only 3 staff, I could remove the ineffective manager and replace him with a team leader. Thoughts?

Also what would you state is a good skill set for a SD TL role?

[Ed]

Sorry freyasdad

I do not see what this has to do with ITIL. Perhaps you could clarify further?
_________________
Regards

Ed

[UKVIKING]

Please check out the discussion about the sixth book

I am sure that book will answer your question

Personally, I would replace everybody with their clones and pay them half
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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