For remote IT help desk management, this means adopting better help desk software, processes, philosophies, and management approaches to bring virtual teams together around a clear, customer-centric mission.
To help refine your leadership style, we compiled a list of the top tips in the industry for remote IT help desk management:
According to a recent study by The Hackett Group, 10 key issues should be on every remote IT manager’s radar:
Most priorities point to the need for a better, more comprehensive IT help desk software platform, with remote monitoring and management capabilities, of course. As history has taught us, not just any platform will do. IT help desk leaders need an all-in-one solution that is as powerful and robust as it is easy to install, navigate, and deploy. Here’s what to look for:
Features are great to have, but if managers and technicians struggle to use them properly, what good are they?
Top-tier remote IT helpdesk software platforms offer all the functions needed to monitor, track, and manage virtual teams, including:
Equally important is your platform’s ability to “play nice” with other business systems. Solutions worthy of the “all-in-one” title must integrate seamlessly with other core systems, such as QuickBooks, Xero, FreshBooks, and, of course, RMM software.
RMM software integrations allow IT managers to keep track of numerous endpoints across multiple users to keep a pulse on things like antivirus updates, asset performance, and equipment in real-time.
Remote teams need a help desk platform that is highly adaptable to environments and users. Your best bet is a web-based solution that provides accessibility from anywhere on any device, customizability through flexible core technologies, and simple installation, security, and maintenance.
Knowledge is power. To that end, IT help desk management must embolden technicians by creating a centralized knowledge base. A knowledge base is an easy-to-access repository for information about customer issues. Technicians can contribute their expertise, document what they’ve learned, seek answers, and strengthen their connection to one another through shared experiences. Not only will this improve service speed and quality, but it’ll also ensure that remote teams feel supported by a community of like-minded IT professionals.
A shared mission that is well-defined and communicated can foster a calling and a sense of camaraderie between technicians. It’s also a great way to “game-ify” the daily grind. Conduct an internal assessment and document current performance metrics, including:
Set improvement goals and report on progress regularly. Celebrate wins. Discuss shortcomings. And own every outcome as a team unit. As with any good game, develop a reward system to acknowledge those who go above and beyond the call of duty.
Customer service is a tough gig that can put a lot of stress on MSPs, IT technicians and managers alike. If technicians feel isolated in their role, that stress can escalate ten-fold. To encourage more socialization and strengthen the company culture:
The year ahead is laden with major enterprise initiatives that will hinge on IT infrastructure and support. More than likely, enterprise leaders know this and understand the vital importance of your seat at the decision-making table. Here’s what you can expect their priority list to look like:
As organizations grapple with the winds of change, they will look to IT managers to help stabilize IT operations, improve virtual work environments, and take digital transformation to the next level. Is your team ready to rise to the occasion?