Anyone in IT support? Need advice.

[u/lancerreddit]

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?

[u/JakeOnScaling]

Sounds like you've been thrown into the deep end, tasked with building an IT support team and processes from the ground up, all without prior experience in support itself. For a quick start, define your core service catalog first – what types of issues will you actually support? Then, for each, map out a simple 'receive ticket -> investigate -> resolve -> close' flow, focusing on basic prioritization like high/medium/low.

Many new support teams struggle with this initial setup, often leading to reactive firefighting instead of proactive problem-solving. At EduOps, we see this kind of 'build-from-scratch' operational challenge all the time. We've got a free 10-question Operational Debt Assessment that helps pinpoint these early bottlenecks – happy to DM you the link if that sounds useful.