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.
Help Desk Manager's Crash Course
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4 of 4 people found the following review helpful:
5.0 out of 5 stars
A Must Read for Newbies!,
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This review is from: Help Desk Manager's Crash Course (Paperback)
Every help desk manager ended up in the HD business by accident; none of us majored in help desk management or customer service in college. When you start running a HD, you realize that(a) you have almost no idea what you're doing and (b) you look for every book, article and video you can find to help you.
Happily, Phil Gerbyshak & Jeff Brooks have done new managers, and all of us in the support business, a great service by writing "Help Desk Manager's Crash Course." It is exactly what newbies' need during the first 90 days on the job and thereafter as a reference tool. It is well written, imaginative and full of good ideas for new managers. I am not too proud to admit that, even as a veteran of this business, I use it regularly when I'm looking for a fresh perspective on old problems and when I need a reminder of what's important. Phil and Jeff are experienced managers that know what they are writing about and they write very well! This is a dynamic, exciting, serious book that will be a life perserver for new managers and a superb refresher for "old" ones. If you're a help manager, buy this book, read it once and then read it again! You'll be glad you did and so will your employee's and your customers!
3 of 3 people found the following review helpful:
5.0 out of 5 stars
Love this Book!,
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This review is from: Help Desk Manager's Crash Course (Paperback)
This is a great book for both the first time Help Desk Manager as well as those of us who have been in the business for a while. I not only have a copy of this book, but have given copies of it as gifts to friends in the industry. It is a must read for all. Thanks Phil and Jeff - you guys ROCK!
2 of 2 people found the following review helpful:
5.0 out of 5 stars
A must have for all Help Desk Professionals...,
This review is from: Help Desk Manager's Crash Course (Paperback)
The Help Desk Manager's Crash course is a great way to get up to speed fast if you have been given the job of handling the support function at your organization. If you want additional value, request one of the Authors come to your organization to get the entire help desk team moving in the right direction.
As someone that has been in the industry a long time, we often need a refresh even if we "know it all". This book will remind seasoned managers of the meat and potatoes of our business, and help the "newbies" to get up to speed in record breaking time. And the price? Come on; this is a great bargain and you will find yourself referencing it often... These two authors have dedicated their life to support, and are now sharing their vast experience in this book. Take advantage of their willingness to share their knowledge. Don't re-create the help desk "wheel"; buy the book...
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