Service Desk Management – Lions, Tigers and Bears. Oh my!

Could you be a lion?
Could you be a lion?

I have always liked to people watch. The different ways in which people interact have always intrigued me and I’ve found that working in an IT Department with all its team rivalries and characters can sometimes feel like you’re in the middle of a sociology experiment gone wrong.

My experience of working on the Service Desk has shown me that there are typically three types of employees:

  • The Lion – takes pride in the service provided and leads the rest of the team
  • The Tiger – loyal and patient, will follow his leaders and is deeply in-tune with what is going on around him
  • The Bear – a solitary individual who doesn’t play nice with others and will hibernate for six months of the year if allowed

If you’d like to find out more about the characteristics of these individuals and how to manage them then please check out my BrightTalk webinar below.


Originally published via BrightTalk.

Image Credit