Flat-style digital illustration of a new support manager standing in front of a desk with a laptop and checklists, representing the beginning of their leadership role in a calm, professional support environment.
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Your First Week as a Support Manager: Where to Start (and What to Fix First)

So you’ve just stepped into a new role as a support manager. Maybe you’ve been promoted internally. Maybe you’re walking into a new company. Either way, it’s likely you’ve inherited a few things: It’s tempting to jump straight into fixing things — or worse, pretending you already know what’s going on. But your first week…

Empowering Your Support Heroes: Building a Culture of Ownership and Accountability

Empowering Your Support Heroes: Building a Culture of Ownership and Accountability

We often talk about processes and technology when optimising support operations. We dissect workflows, implement new tools, and track key performance indicators. But at the heart of any successful IT support team lies its people. Are your support professionals simply reacting to tickets, or are they truly invested in resolving issues and driving positive outcomes?…