Synopsis
In Service Desk Manager's Crash Course, you'll learn from the experience of one of the industry's most well-known former practitioner. Phil Gerbyshak offers an updated and an easy to read-and ready to implement-source for the new manager, and a great refresher for the seasoned one. His combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference. When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers. Phil's unique insights will be useful for the seasoned manager, too. Sections on ITIL, discipline, hiring, tool selection, measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance. Crafted in an approachable style and format, Service Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil demonstrates that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, a little knowledge, and enabling others to succeed are a manager's biggest secret.
About the Author
Phil Gerbyshak is the chief connections officer who works with small businesses and organizations to increase employee & customer engagement by using social media to create and build relationships. He helps them understand it’s really not about the tools; it’s all about the conversations they participate in and the connections they create and cultivate. Phil currently travels the world doing keynotes and training for organizations looking to better connect with their employees and their customers. Phil worked in IT for the past 15 years, and has focused his efforts on understanding and leveraging the social media space for over 8 years. His work building relationships using blogs was first spotlighted in the 2005 book What Nobody Ever Tells You About Blogging and Podcasting: Real Life Advice from 101 People Who Successfully Leverage the Power of the Blogosphere and has since been profiled in numerous outlets online and off. In addition to doing keynote and breakout addresses, Phil greatly enjoys coaching others in the simple strategies and tactics that make life great. His first book 10 Ways to Make It Great! was published in 2006 and inspired many to make the changes in their life to go from good...to GREAT. His second book Help Desk Manager’s Crash Course offers managers a guidebook for hiring, firing, discipline, and more. And now, in his fourth book, Phil has updated his best selling second book with new insights for new and experienced managers alike.
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