Slide 1:Management Development for New Technical Support Managers > >www.RHT.com


Manager Training for New Managers :Manager Training for New Managers Science Analysts becoming managers Manager training New Manager training resources (HDI) Art Soft skills and soft skill development Justifying training 21st century technical support center


Why? :Great exposure to a company’s products/services Experience on a wide basis and/or very in-depth Must be technically savvy and able to adapt Work with both technical/non-technical constituents Customer service, problem-solving skills ingrained Front-line, direct contact with customers – most knowledge with what is or is not working Successful analysts must be able to think on their feet Why?


But, there’s a catch… :Tech support analysts receive little management training Start in an entry-level position right out of school Have limited knowledge about tech support’s role in the organization Promotion process is gradual But, there’s a catch…


What training have new managers already received? :What training have new managers already received? Analyst training might include … Technical training Listening skills Customer service skills Problem solving Internal company policies/procedures Hold times, escalation, scripts, etc.


What do new managers need to be trained on? :What do new managers need to be trained on? Training for managing direct reports, not resolving end-user issues Listening skills Communication and public speaking Diversity training Age, cultures, gender Governance/compliance


What (else) do new managers need to be trained on? :What (else) do new managers need to be trained on? Call/tech support center optimization Staffing models Team motivation Retention Reducing turnover Optimizing team performance Head count justification/budgeting Writing/delivering effective performance reviews


This is where HDI comes in :Where can I find these resources? www.thinkhdi.com HDI Member Tool Boxes (NEW) Focus Books HDI White Papers Vendor White Papers SPIN Seminars Conference Presentations Metrics Guides (Volumes 1-3) This is where HDI comes in


Manager’s Tool Box :Content includes: Technical support center staffing and scheduling Using Erlang C tools Handling scope creep Support center assessment tools Purchasing support center software Manager’s Tool Box


Some Key HDI Focus Areas :Metrics (calculation and reporting) Service level management ITIL Knowledge centers Staffing Training Some Key HDI Focus Areas


…now for the Art :Soft skills identification Soft skills development Justification for this training …now for the Art


What are soft skills? :What are soft skills?


Soft skills – How do you get there? :Have new managers: Take internal training (experiential) Roll out a new application Participate in user groups Perform as project leads Be involved in the interview process Participate in your company’s mentoring program Join Toastmasters Assume leadership roles in professional associations, neighborhood groups, external interests Soft skills – How do you get there?


Robert Half Technology survey :CIOs who said they are taking steps to identify and prepare IT staff members for managerial roles are taking these development steps*: Mentoring programs 43% Management training 42% Soft-skills training 35% Succession-planning programs 19% Other 1% *Multiple responses were allowed Robert Half Technology survey


It’s the demographics :According to the U.S. Bureau of Labor Statistics, there will be nearly 1 million more IT jobs in 2014 than today This figure jumps to more than 1.3 million when retirements of baby boomers are factored in Fewer college students are choosing to major in computer science, engineering and mathematics to refill the ranks Businesses are expanding, especially in IT … it’s a competitive hiring environment It’s the demographics


What does this mean? :Tech support centers will be comprised of a multi-generational workforce Many IT executives/managers will return to work as consultants Older workers will be reporting to younger managers and vice versa … Your staff development needs to account for this What does this mean?


Slide 17:Management Development for New Technical Support Managers > >www.RHT.com