IT Manager's Crash Course
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This document contains the presentation slides from a talk given by Phil Gerbyshak at the #b20Con ITSM DEVOPS CONFERENCE. The presentation covers various topics for IT managers including developing job descriptions and interview questions, implementing a performance review process, establishing a progressive discipline policy, measuring key metrics like customer satisfaction and employee productivity, and marketing the success of the IT service desk internally.
IT Manager's Crash Course
- 1. #b20Con ITSM DEVOPS CONFERENCE IT Manager’s Crash Course Phil Gerbyshak Networking Superhero, Make it Great Institute
- 2. #b20Con
- 3. #b20Con
- 4. #b20Con What are you hiring for? 4
- 5. #b20Con MAKE A LIST • Skills you need • 1 • 2 • 3 • Behaviors you expect • 1 • 2 • 3
- 6. #b20Con DEVELOP QUESTIONS (and ANSWERS) Uncover these skills and behaviors
- 11. #b20Con PULL ON ANY SIDE, IT’S NO LONGER A TRIANGLE
- 12. #b20Con Schedule regular (and irregular) feedback.
- 14. #b20Con FIVE PENNIES OF FEEDBACK
- 15. #b20Con
- 16. #b20Con
- 17. #b20Con Spell it OUT! PROGRESSIVE DISCIPLINE WORKS BEST
- 18. #b20Con ONE, TWO, THREE STRIKES YOU’RE OUT!
- 21. #b20Con MARKETING YOUR SERVICE DESK
- 24. #b20Con Market to Your Team First
- 25. #b20Con Invest in Training and Development
- 26. #b20Con Market to IT Second
- 28. #b20Con Market to Everyone Else Last
- 29. #b20Con Ice Cream Can Help You Win Friends and Influence People
- 30. #b20Con Your Calls to Action
- 31. #b20Con Write out your job description and the questions and answers to the questions
- 32. #b20Con Schedule Your Weeklies and your five pennies of feedback.
- 33. #b20Con Spell out your discipline policy and share it with your team
- 34. #b20Con Measure your success metrics triangle
- 35. #b20Con Market your success To your team, to your department, to your entire company
- 36. #b20Con Connect with Phil • phil@philgerbyshak.com • 414-640-7445 • PhilGerb on YOUR favorite social network
- 37. #b20Con ITSM DEVOPS CONFERENCE Thanks for coming! Let us know what you thought!