Help Desk Manager's Crash Course

There's a saying that wisdom is what experience and a love of learning teaches you. There's another saying that genius is knowing how to hide your sources. They're both right. In Help Desk Manager's Crash Course, you'll find the shared experience of two of the industry's most well-known practitioners. Phil Gerbyshak and Jeffrey M. Brooks offer an easy to read-and ready to implement-source for the new manager, or a great refresher for the seasoned one. Their combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference, so it's no surprise that HDI training leaders like Rick Joslin say "Gerbyshak and Brooks have done it again!" When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers. Phil and Jeff's unique insight will be obvious to the seasoned manager, too. Sections on measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance. Crafted in an approachable style and format, Help Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil and Jeff demonstrate that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, and enabling others to succeed are a manager's biggest secret.

Amazon Sales Rank: #239821 in Books Published on: 2009-11-09 Original language: English Binding: Paperback 90 pages

Customer most helpful reviews 2 of 2 people found the following review helpful. I love this book! On the positive thinker, this is a great book for both the first time Help Desk Manager, and those of us in business for a while. I was not just a copy of this book, but it gave copies as gifts to friends in the industry. It is a must read for everyone. Thanks Phil and Jeff - You rock! 2 of 2 people found the following review helpful. A must read for beginners! By Robert S. Every help desk manager in charge of the business definition only by chance, neither of us graduated in management, help desk or customer service in the college. When you start running a HD, you realize that (a) almost no idea what you're doing, and (b) looking at every book of articles and videos which you can find to help you. Fortunately, Jeff Brooks & Phil Gerbyshak new managers made, and each of us in business to support a great service by writing "Crash Course Manager, Help Desk". "That is exactly what novice needs during the first 90 days on the job and then as a reference tool, it is well written, imaginative and full of good ideas for new managers. I'm not too proud to admit that even if a veteran of this business, I use it regularly when I'm looking for a new look at old problems, and when I have a reminder of what is important. Phil and Jeff are experienced managers who know what they are writing and they write very good! This is a dynamic, exciting, serious book that a life perserver for new managers and a great refresher course for the "old". If you are an assistant manager, buy the book, once to read and then again by read! You'll be glad you did and so will your employees and your customers! 2 of 2 people found this review helpful. A must for any professional help desk ... Hand CD 5 Intensive Course Manager Help Desk is a great opportunity to get to the next level, if you have the task of managing the support function given in your company if you want to add value, ask to join one of the authors to your organization for the whole team to help move a desk in the right direction. As someone who has been in the industry for a long time, we often need a refresher, even if we "know everything". This book will remind experienced managers in the meat and potatoes of our business, and "newcomers" to help you get up to speed in record time. And the price? Well, it's a very good deal, and you will often refer to ... These two authors have devoted their lives to support, and are now their experiences in this book. Take advantage of their willingness to share their knowledge. Not new help desk "wheel", buy the book ... 5 reviews ....