IT and Business Insights for SMB Solution Providers

Aug 18th: 3 Strategies of Highly Effective Service Desk Managers

Early in my career, I built help desks and call centers for Fortune 1000 companies. I optimized and integrated platforms, structured and created service tiers, implemented incident management workflows and escalation processes, and hired and trained technical teams, dispatchers, and service desk managers. I did this many times over several years. In working with many different service desk managers, I noticed that those that were the most successful and effective always made sure to use the same 3 strategies to manage and get the most out of their teams.

These strategies helped them increase efficiencies, exceed performance targets, and best of all – resulted in the highest satisfaction scores and morale from their teams. In the years since, I’ve shared these strategies with my clients, and they have experienced similar positive outcomes. Attend this timely Webinar, and not only will I share these strategies with you, but I’ll also give you 3 tools you can use to implement them in your company.


During this session, we will:

  1. Reveal the top 3 strategies that highly effective service desk managers implement to increase performance, efficiency, staff satisfaction, and morale
  2. Share the processes and tools that simplify, automate and allow you to adopt these strategies in your own company
  3. Discuss how to measure and manage technician performance objectively and create incentives and rewards for improving it

BONUS: All attendees to this must-attend technical Webinar will receive 3 of my MSP Mastered® tools to implement these strategies in your company

The post Aug 18th: 3 Strategies of Highly Effective Service Desk Managers appeared first on Erick Simpson.

About the Author

Erick Simpson's picture

A Technology Businesses and Channel Growth and Transformation Consultant | Business Process Improvement, M&A and Integration Expert

Co-Founder of one of the first "Pure Play" MSPs in the industry, and creator of the MSP Mastered™ Methodology for Managed Services business performance improvement and the Vendor Channel Maturity Level Index™ that identifies IT channel program maturation for strategic growth, Erick Simpson is a strategic technology business growth and transformation specialist. He is experienced in improving top and bottom-line business performance by increasing operational efficiencies, boosting marketing and lead generation outcomes, accelerating sales velocity, shortening sales cycles and maximizing service efficiencies.

With over 30 years of experience in the IT industry as an Enterprise CIO, MSP, Strategic Coach and Consultant, Erick is a Business Process Improvement Expert with hundreds of successful IT Solution Provider, MSP, Cloud and Security practice business improvement consulting engagement outcomes.

One of the most prolific, recognized and sought-after  business improvement and transformation experts, authors and speakers in the industry, Erick has contributed to numerous industry publications and spoken at hundreds of events.

His published works include "The Guide to a Successful Managed Services Practice"; the definitive book on Managed Services, “The Best I.T. Sales & Marketing BOOK EVER!”, “The Best I.T. Service Delivery BOOK EVER!” and “The Best NOC and Service Desk Operations BOOK EVER!”, along with 50 Best Practice Guides.

Consulting Services for MSPs and Channel Vendors:



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