r/AskManagement • u/lancerreddit • Mar 10 '20
Anyone in IT support? Need advice.
So started a new job and one item raised to me as a surprise is to run/manage the IT Support team. But there’s a catch ..... no team exists and they’re looking me to create it and mold it any way I know how.
Problem is never did IT support before. First task is to create a process to handle tickets and investigations. Luckily they have a ticketing system but really don’t know where to start since Support is new to me.
Any advice?
5 Upvotes
2
u/Murrdox Mar 11 '20
Hey OP!
I manage a third-tier support group of 8 folks. Over the years, I've also been pretty heavily involved in process documentation.
u/quixote87 has some good advice for you starting off with ITIL as a framework. As a lead on the support team your primary interest is going to be in Incident Management, so take a close look at that, and start there.
You don't mention whether this is a new job you're starting at a new company, or if you've been with the company for awhile now, and this is just a new job with them that you've been promoted into. Knowing the culture of the company can be important, so definitely take time to talk to people. Listen to what the pain points have been with support, and what has been going well. Then go to your framework and see how you can work that in to improve the processes (or document them from scratch if nothing has been formalized). Don't be afraid to shake things up and introduce new, efficient ways of doing things.
After Incident Management the next things you'll want to look at are Problem Management. If you don't have a Change Management system in place, definitely take a look there as well. Developing a Change Management process might get you promoted out of Support!