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ITIL :: View topic - Super Team Leader
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Super Team Leader

 
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Jul 31, 2008 6:28 pm    Post subject: Super Team Leader Reply with quote

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
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Jul 31, 2008 6:57 pm    Post subject: Reply with quote

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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UKVIKING
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Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Thu Jul 31, 2008 7:27 pm    Post subject: Reply with quote

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
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Change Management is POWER & CONTROL. /....evil laughter
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Thu Jul 31, 2008 7:56 pm    Post subject: Reply with quote

Obi Wan might be good: "These aren't the analysts you're looking for"
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3315
Location: London, UK

PostPosted: Thu Jul 31, 2008 8:58 pm    Post subject: Reply with quote

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
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John Hardesty
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dboylan
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Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Fri Aug 01, 2008 3:29 pm    Post subject: Reply with quote

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
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Sat Aug 02, 2008 1:16 am    Post subject: Reply with quote

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
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Location: London, UK

PostPosted: Sat Aug 02, 2008 1:52 am    Post subject: Reply with quote

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....
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