Crafting a Path to Leadership Excellence: Your 30, 60, 90-Day Plan for IT Support and Shared Services Success

In my journey through IT Support and Shared Services, and overall Service Delivery, I’ve been fortunate to learn from outstanding leaders who significantly contributed to my success right from the start of my new roles. Amid the inevitable challenges, particularly during shifts between managed service partners or changes in leadership, it becomes crucial to establish a clear roadmap and strategic focal points. This approach aims not only to ensure your own accomplishments but also to cultivate team achievements and foster a foundation of trust. 

Being a leader in the realm of IT Shared Services demands a well-defined 30, 60, 90-day plan. The IT shared services model serves as a crucial foundation for understanding the team, processes, collaboration dynamics, and ultimately, building trust and cohesive teams. 

Here’s a compilation of what you can consider incorporating into your 30, 60, 90-day plan, which will undoubtedly aid you in bridging gaps and cultivating strong, trusting teams: 

First 30 Days: Laying the Foundation for Success 

1. Onboarding and Relationship Building 

  • Understand the roles and strengths of team members. 
  • Conduct one-on-one meetings to establish rapport and understand team aspirations. 

2. Understanding Processes 

  • Gain insights into existing workflows, ticketing systems, and communication channels. 
  • Identify inefficiencies and pain points for potential improvement. 

3. Customer Engagement 

  • Observe customer interactions to evaluate service quality. 
  • Collect direct feedback to pinpoint areas of concern in the IT shared services desk

4. Assessing the Team 

  • Evaluate team dynamics, strengths, and areas for development. 
  • Identify skill gaps to prioritize training or cross-training initiatives. 

5. Quick Wins and Early Improvements 

  • Implement straightforward solutions to address immediate challenges. 
  • Demonstrate impact by streamlining processes and resolving small inefficiencies. 

First 60 Days: Empowering Teams and Driving Data-Driven Insights 

1. Delegation and Empowerment 

  • Delegate tasks based on team strengths and interests. 
  • Set clear guidelines to foster confidence in decision-making. 

2. Data-Driven Analysis 

  • Begin tracking key performance indicators (KPIs) like resolution time, response time, and customer satisfaction. 
  • Leverage data insights to identify trends and improvement opportunities in IT service delivery

3. Enhancing Communication and Collaboration 

  • Strengthen communication between the shared IT service desk and other IT teams. 
  • Encourage collaboration to expedite issue resolution and promote knowledge sharing. 

4. Skill Development 

  • Identify skill gaps and plan targeted training sessions. 
  • Equip the team with tools and knowledge to enhance overall performance. 

5. Customer-Centric Strategies 

  • Develop actionable strategies to improve customer experience. 
  • Use customer feedback to shape initiatives that enhance satisfaction and service delivery. 

First 90 Days: Streamlining and Setting Long-Term Goals 

1. Process Refinement 

  • Identify and execute opportunities to optimize efficiency and scalability. 

2. Providing Feedback and Recognition 

  • Regularly share performance feedback to guide team development. 
  • Celebrate successes and address challenges to foster a positive, growth-oriented environment. 

3. Building Cross-Functional Relationships 

  • Deepen collaboration with other departments to solve complex issues. 
  • Promote synergy across teams for a seamless IT service delivery experience. 

4. Cultivating a Culture of Continuous Improvement 

  • Inspire innovation by encouraging the team to share ideas for service enhancements. 
  • Create an environment that prioritizes adaptability and ongoing process improvements. 

5. Future Planning and Long-Term Vision 

  • Start mapping out larger initiatives for the next phase of growth. 
  • Identify strategic projects that align with organizational goals in IT shared services

Conclusion: Driving Leadership Excellence in IT Shared Services 

Adopting a structured 30, 60, 90-day plan empowers leaders in IT shared services to establish trust, optimize processes, and align teams with organizational objectives. By prioritizing relationship-building, data-driven insights, and continuous improvement, leaders can create a high-performing, customer-focused environment. 

Whether managing IT support, implementing shared IT service desks, or overseeing the broader scope of IT service delivery, this roadmap ensures leaders can navigate complexities with confidence and success. 

Leave a Reply