“Try turning your computer off then on again, ok…good.”
I work as an IT Tech support employee for a large financial tech firm in Maryland. My team and I support all internal employees along with several hundred third party employees. Altogether, a team of around 20 people support a portion of the company comprising of about 1500+ employees, 24 hours a day, 7 days a week. I work overnight, and as such, I support the whole of India, parts of China, Sweden, Denmark, France, etc. With so few of numbers in the team, only truly effective Team Leadership can ensure we operate at maximum efficiency. Below are some of the marks of exceptional Team Leadership.
Clear, Elevating Goal
As tech support for a large call center and call centers love call metrics and statistics, we too have a set of metrics that we must align ourselves with for each quarter. We are asked to keep calls within a certain time limit, do projects off the phone for a certain time, and/or monitored with which kinds of calls we take notes. This gives us the clear and concise goal to work towards. Each quarter we are evaluated and critiqued on to improve our performance.
It’s a given that we know to take calls and resolve a user’s computer problem. However, we are given other side projects from time to time that of completed benefits the team and department, sometimes even the entire company as a whole. We are also asked to regularly evaluate our processes and procedures and update our knowledge base so that all can see the corrections and use the knowledge to support a user’s needs in the future.
Competent Team Members
Each team member was interviewed and analyzed in order to put together the best operating team we could achieve. Many if not all of the team members have some sort of computer, programming, or development experience and generally know a good deal about what to do to fix something. Together we fit like various cogs to Big Ben in London. As a team of 15 to 20 we do quite well.
External Support and Recognition
Our department manager takes real good care of us as a whole. If there is a big issue that many if not all of us have to tackle she will often give us gift cards as form of thanks for working hard long hours. Sometimes, she will allow food and donuts from various other peoples and/or teams we have helped to show us that we have done a good job. This keeps us motivated, and also keeps a nice layer of winter resistant thickness to our mid-sections.
One of the most important aids to a successful team are individuals that segment the leadership and provide information and experience that mostly seniority can only provide. We have three such individuals each specializing in various yet different fields that can be called upon to help us in really sticky situations.
Pennsylvania State University (2016). Leadership in Work Settings—PSYCH 485. Online course lesson. Penn State World Campus. The Pennsylvania State University. Retrieved February 2, 2016 from https://courses.worldcampus.psu.edu/sp16/psych485/002/content/09_lesson/01_page.html