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ITIL :: View topic - Service Desk manager or Team leader
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Service Desk manager or Team leader

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Joined: May 27, 2008
Posts: 1
Location: Auckland

PostPosted: Tue Jul 08, 2008 1:47 pm    Post subject: Service Desk manager or Team leader Reply with quote


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?
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Senior Itiler

Joined: Feb 28, 2006
Posts: 411
Location: Coventry, England

PostPosted: Tue Jul 08, 2008 5:17 pm    Post subject: Reply with quote

Sorry freyasdad

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

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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Wed Jul 09, 2008 3:59 am    Post subject: Reply with quote

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
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