Training: How to Lead an IT 2nd or 3rd Line Support Group

A two-day seminar packed with the practical how-to methods for leading an IT technical group, orchestrating its resources and demands and delivering its services.

Second and Third-Line technical groups are the forgotten heroes of IT. Scarcely catered for in the standard ITSM frameworks, they are often overshadowed by disproportionate management attention to and investment in the Servicedesk, and even pursued by its ‘Incident Managers’.

These technical groups have a complex and varied span of responsibilities. They may be in charge of the server estate, or specialising in Audio Video, or in educational technologies, telecoms, business applications, or traversing the userbase to provide support at the desktop.

Complex Workload

The technical group’s workload is typically significantly more complex than that at the Servicedesk. Of course this group must be able and organised to react to assignments arriving from the First Line, but that is on top of maintaining and building the hardware and software estate that is their specialisation. There are routine checks to be made, projects to be organised and conducted, expertise to be maintained. And among all this proactive prevention and creation, there is the reality that the enquiries coming from the first line may involve complex and time-consuming diagnosis and user visits, to arrive at solutions that may take days to resolve – that is assuming that the experts in this team will not be interrupted by users trying to bypass the Servicedesk and pull rank to jump the queue.

Ignored by ITIL

ITSM’s failure to focus on these crucial IT resources has had a deeper negative effect – a 35% fall in productivity in recent years. It can be hard to keep your productivity up when you are being pulled from pillar to post by competing demands, with little to no meaningful description of success to aim for.

But you can win, even in these testing circumstances. And that’s what this highly practical, two-day seminar will show you, so your group can be more successful, better able to cope, more respected by the users, and a lot more rewarding to work in. You know the people who work in your group are solid and competent technicians doing a difficult and demanding job – let the expert and proven techniques in this seminar enable you to lead them to the success they deserve.

What You Will Learn

  • Get your staff to accept and support you as their leader
  • Get the right escalations from the Servicedesk
  • Co-ordinate your different workloads – reactive, projects and routine
  • Where, why, how, and what to measure
  • Manage and minimise those backlogs
  • Handle planned and unexpected staff absences
  • Deal with demanding users
  • Give your staff a rewarding and enjoyable place to work
  • Manage your SPoF risk
  • Build a group anyone would be proud to be a member of
  • Make more time for the fun stuff
  • Prove you’re understaffed – or not
  • Get the best out of your team
  • Win the respect of the users and the business

Attend if you are:

Head of a group of technical staff supporting any information technology, including second line desktop support, third line network systems and operations, business applications support or specialist groups like learning tech, comms or AV, etc.. It’s about how you manage your workgroup and their workload.

About Your Course Leader

Course creator and presenter Noel Bruton is a UK-based consultant, author and leader of world-class IT Support workgroups.

He started his independent consultancy in 1991 and is the author of best-selling IT Support management books. He is highly regarded as a trainer and presenter, and in particular for the straight-talking way he delivers his highly practical solutions.

Pricing and logistics information

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