I have a question and I hope it fits under this topic. I am a new IT manager who oversees Help Desk, Desktop Support and Server Support teams. I am trying to identify some ways to increase visibility and highlight my teams (and individuals) efforts and to enhance their role within the organization. The audience would be primarily management and executive level personnel.
We currently have a real-time dashboard that displays very high level data on things such as system availability, number of high priority incidents in queue, total number of open and resolved calls and how they align with our SLA’s.
These are all well and good, but as I said is very high level and doesn’t really allow us to highlight our achievements. So I am thinking of doing a weekly or bi-weekly summary either in a report or newsletter format. This would allow us to update or highlight projects, give detailed team statistics (first call resolution, call abandonment rate or speed to answer) and acknowledge individual or team achievements.
Has anyone done anything like this? Anyone have any ideas, suggestions or opinions? I am open to all feedback!