Managing the Desk

One-to-ones, standards, and the conversation about a missed one.

Hold one-to-ones on a fixed schedule with a short standing agenda.
Set desk standards a tech can check their own work against.
Have the conversation about a missed standard in the same week.

A manager leans over a seated tech and points to a checklist on a small board at her desk in an open office.

Catch Desk Problems Before the Client Does: One-to-Ones, Checklists, and a Same-Week Flag

You find out about a missed verification step on a password reset the same way you find out about most things: a client calls, annoyed, and asks why their…

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A senior technician points to a color-coded schedule on a monitor as a colleague on the desk phone listens.

After-Hours On-Call Rotations That Don't Burn Out Your Techs

Picture a 2am alert for a non-critical issue, the third one this week.

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KPIs for Managing the Desk

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Managing the Desk

Catch Desk Problems Before the Client Does: One-to-Ones, Checklists, and a Same-Week Flag

Every Article on Managing the Desk

After-Hours On-Call Rotations That Don't Burn Out Your Techs

KPIs for Managing the Desk

Answers

Ask About This Topic

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