Let’s start with why I’m here. Management added new accountabilities and competencies to the job qualifications of IT guy beyond the basic technical skills like repair, updates and networking. Diplomacy, tact and credibility have been added to the job requirements, as have sincerity and kindness. My job is to manage and redesign the IT system into one that enables everyone in this company, in every role, to create the best customer experience possible, as much as possible, and this means never having to spend more than a minute of your week dealing with a technology issue.
IT is an investment in you. One of the prerequisite conditions I had in accepting this position is the latitude to deal with the habits, attitudes and beliefs of the prior IT resources head on. The management team invests in IT as a tool for you to be more effective, and my job is to ensure that you have the skills and experience needed to use it well. Other IT departments count the number of service requests by the employees to justify jobs and IT budgets. Effective immediately we’re changing that. We’re going to look at service requests as either 1) a defect in the IT infrastructure we’re responsible for managing or 2) a training opportunity to improve your skills to use the system.
Our jobs in IT will shift from 95% fixing problems to 95% problem-prevention, starting with training. Proactively enabling you to be successful in your jobs by being more self-sufficient and more effective is our mission.
The new measure of IT performance. Net Promoter is used with our customers externally, and I see no reason why we shouldn’t use it internally as well. Effective immediately, every service request will be followed up with a completely confidential two question survey that will bypass me and go straight to the CEO, who has committed to me that she will read every survey personally. Question #1: On a scale of 1-10, how likely are you to recommend your IT department to a coworker or colleague? Question #2: What would you change, if anything, that would improve the score?
There are no IT standards, there are only company standards. Moving forward, all aspects of the IT system, including the appropriate use of controlled systems to the use and consumption of peripherals will tie directly to an employee and their manager’s performance, but not one in IT is a judge, jury or even police officer.
Every “standard” associated with IT must be directly the result of a requirement by the CEO, CFO, or COO, including security standards like passwords and acceptable use polices. All reporting regarding the appropriate or inappropriate use of IT will now automatically be provided to managers, and to their managers, all the way up to the CEO and executive management team. These reports will no longer be owned by IT. Every standards that IT is responsible for implementing must tie directly back to our vision, mission and priorities as a company. That way both IT user and IT Concierge will be on the same page whenever we’re training on or supporting a system and the standards that it supports.
And I heard about the password problems. I’ve already found a great solution that will satisfy the company’s security requirements and make it easier on you as well. While it won’t necessarily make everyone happy, it’s a solution that most everyone will be content with so we can move on to important things, like acquiring and satisfying more customers.
I heard about the contempt and cynicism many of you experienced with the last IT guy. Please realize that he’s out the door and the attitude along with him. I’m Your TechRoom Concierge and I’m at your service, and I look forward to meeting you.