CAD Leadership - Part 2
Building a great support team -
Leaders, we must always keep an eye on the troops. Making
sure that they understand the objectives and goals of your
company, department and technical vision.
seven ways to help you set your support staff members up for success:
Make sure the staff member clearly understands what you expect.
know what they are to be doing in a general sense. They
should know what your expectations are related to job duties,
user interactions, management interface and technology refresh.
Keep the conversations going with them related to these areas.
Correct any misunderstandings that may come up. Don't let
Provide the staff member with the tools and training they need.
getting the job done. Each staff person needs to know all
the tools available to apply to any given troubleshooting issue.
Keep the tools current. Listen to them if they suggest
another tool that may need to be purchased.
trained. They are called on to know more than anyone else
about the software they oversee. Make sure they have time
to read up on things, experiment and apply their learning.
the staff member time to succeed.
you don't jump in with the answer while they are still trying to
figure it out. Give them some space to work through the
problem. You should often observe they way the
systematically troubleshoot and interact with people, but do not
step in unless they are way out of bounds.
4. Tell the users how great the CAD Support staff members
are. Brag on them.
needs to be supported. Let the management and users know
that the team you have assembled is the best. That you are
confident in their abilities. Let the users know that the
staff can do the best job for them. It increases the level
of confidence in your users that the support people can do the
job and it encourages your staff also.
5. Tap into the staff member's talents, strengths and
not the only one who can get the job done. You are not the
only one who knows the best tools. You are not the only
one who is informed on technology issues. Make sure that
you ask and listen to your team when they suggest changes and
improvements. Many times the people who report to you have
some of the most creative ideas and solutions that are right
under your nose. I don't care where a good idea comes
from, I just want good ideas.
Introduce the support team to the key leaders in your office.
contact for your support team to the business managers.
Keep promoting them as problem solvers and go to people.
Have them interact with all levels of the office is good because
they then see the largest view of the business goals. The
goal of CAD Support should reinforce the main objective of the
company, not your private kingdom of secret knowledge.
Share the wealth, have them rub elbows with everyone.
7. Encourage, encourage, encourage!
goes farther than a kind word of encouragement. Think
about how some kind word from someone have bolstered you in the
past. Try to give encouragement. Quick, positive
words dropped into conversations. Go out of your way to
compliment. Write a quick hand written note. Take
them to lunch. Give them positive feedback on their work.
If you take
the time to keep focused on pouring yourself into your staff,
then they will be there to support you, to rally at your vision
of the future and to come to your defense. Don't let them
slave away with no input or direction. They will soon tire
out and possibly look for other employment opportunities.