Your Next Trick: Manage without Micromanaging

December 09, 2013  By Mark Banfield

Little gets done in an IT services firm without a team effort. At its best, your team is highly productive, engages in constant communication and has a diverse set of complementary skills. But how do you develop such a team and, once created, how do you ensure it functions as designed, serving customers with efficiency while fulfilling its members?

As your business grew and you began juggling concurrent projects, you likely made some of the following assumptions:

  • All billable hours have been captured
  • Key performance metrics are being met
  • The team is neither over- or under-servicing clients
  • Customers are satisfied
  • The right people are working on the right tasks

Many executives think assumptions like these are par for the course. After all, it’s impossible to track the number of workflow events happening each day, right?

Managers who take a hands-on approach with a small, hand-selected team can usually accomplish a smooth-running and content team. But what happens as the company grows and teams become larger and less familiar? How can you be sure your staff will deliver on their commitments? What keeps team members from doing enough to get by instead of giving their best effort? Who will alert you to account relationships in jeopardy from imperfect service levels?

Having the right tools in place helps you to accomplish these things and more. And those events and KPIs translate into the data you need to determine the performance of every team in every area. In other words, you’ll be able to successfully manage multiple teams without having to micromanage any of them.

Mark Banfield
Vice President, International
Mark is adept at managing highly successful sales and product marketing teams and motivating them to go above and beyond. Under Mark’s leadership, Autotask’s international business has grown by more than 140% in less than two years time.
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