What are the most common mistakes made by Technical Support service desk managers?

1 Not defining clear goals and metrics

One of the first mistakes that Technical Support service desk managers can make is not setting clear and realistic goals and metrics for their team. Without a clear vision and direction, the service desk can become chaotic, inefficient, and demotivated. Moreover, without measurable indicators, it is hard to track progress, identify problems, and improve performance. Therefore, Technical Support service desk managers should define SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) goals and metrics for their team, aligned with the organizational objectives and customer expectations.

2 Not communicating effectively

Another common mistake that Technical Support service desk managers can make is not communicating effectively with their team, customers, and stakeholders. Poor communication can lead to misunderstandings, conflicts, delays, and errors. For example, if the manager does not communicate the goals and expectations clearly to the team, they may not know what to do, how to do it, and why to do it. Similarly, if the manager does not communicate the status and feedback of the issues to the customers, they may feel frustrated, ignored, or dissatisfied. Therefore, Technical Support service desk managers should communicate frequently, clearly, and respectfully with all the parties involved in the service desk process.

3 Not providing adequate training and support

A third common mistake that Technical Support service desk managers can make is not providing adequate training and support to their team. The service desk environment is dynamic, complex, and demanding, and the team needs to have the skills, knowledge, and tools to handle the various issues that arise. However, some managers neglect the training and development needs of their team, either because they lack the time, resources, or interest. This can result in poor performance, low morale, high turnover, and customer dissatisfaction. Therefore, Technical Support service desk managers should provide regular and relevant training and support to their team, based on their needs, strengths, and weaknesses.

5 Not recognizing and rewarding

A fifth common mistake that Technical Support service desk managers can make is not recognizing and rewarding their team. The service desk work can be stressful, challenging, and thankless, and the team needs to feel appreciated, valued, and motivated. However, some managers fail to acknowledge, praise, or reward the achievements, efforts, and contributions of their team, either because they take them for granted, or because they focus only on the negative aspects. This can lead to low self-esteem, low engagement, and high attrition. Therefore, Technical Support service desk managers should recognize and reward their team, by giving them positive feedback, incentives, and opportunities for growth.

6 Not learning and improving

A sixth common mistake that Technical Support service desk managers can make is not learning and improving themselves. The service desk industry is constantly evolving, and the managers need to keep up with the changes, trends, and best practices. However, some managers become complacent, stagnant, or resistant to change, either because they think they know everything, or because they fear failure. This can limit their potential, performance, and innovation. Therefore, Technical Support service desk managers should learn and improve themselves, by seeking feedback, taking courses, reading books, joining communities, and experimenting with new ideas.