Technical Support Team Management: 6 Tips from the Pros

Posted on Monday, January 21st, 2013 at 2:02 pm by shauli

To be a good manager does not mean that you have to be an expert in the field of the staff you are managing. You can be the best manager and have no idea about “techie” stuff at all. To be a really good manager of a technical support team, keep in mind these important tips.
1. A tech team is more concerned about output than input. To them, it doesn’t matter how long it takes to get something done, but whether or not it is running smoothly and efficiently in the end.

2. Not all tech support problems are necessarily technical; many of them are non-technical and have non-technical solutions.

3. Get to know your team and ask them questions about their work experience, what technical specialties they have and the type of people they are comfortable working with. Being able to place specific team members in certain projects is a great way to effectively manage a technical support team.

4. Keep up with the logistics of the daily support activities by logging and reporting how long support takes, the success rate of the employees, and how many calls or e-mails came into the company for help. This is a great way to measure success in the future and understand what needs to be worked on.

5. Always include higher management to tech support meetings so they can remain informed of the activities going on in the office on a regular basis. This will also make the members of the team you manage feel as though upper management cares about the jobs they are doing.

6. It is always a good idea to allocate some of the budget for additional education and training. The technical support staff will be appreciative and continuing education in the field will be beneficial to the job they are doing. Everybody wins.

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