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Evolved Management

Are your service techs carrying the accountability burden alone?

Published 16 days ago • 1 min read

Hey Reader, when was the last time your sales team had to explain their metrics the way your help desk does daily?

Does that same level of scrutiny apply to other teams in your company?

In many MSPs, I observe this odd situation where the expectations of the help desk teams are very high. There is extreme scrutiny of performance and plenty of corrective feedback based on client feedback or other sources.

Meanwhile, the project, sales, and admin teams are left to do their thing without much oversight or feedback. Is your sales team tracking qualified leads per week? Do project managers have utilization targets? Are admin staff measured on response times?

Sure, the help desk teams' work is highly visible and has a high impact. It SHOULD be monitored and managed in the way it is.

That said, it can be frustrating and demotivating when the service team starts to feel like they are always under the microscope and don't see the same level of scrutiny paid to the other departments.

You have dashboards, KPIs, and other objective measures of performance for the service team. That same approach should be applied to the other teams to ensure you are maximizing their performance as well.

This week, identify one KPI for each non-service department that would have the biggest impact on your bottom line. Share this intent with your team so they have visibility into the performance management that is being applied to the other teams.

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Evolved Management

Todd Kane : MSP Operation Nerd

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