Posted: Tue Jul 08, 2008 1:47 pm Post subject: Service Desk manager or Team leader
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?
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum