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Peer Forum: Service Desk Managers/ Service Delivery Leaders


August 10, 2020
1:00 pm - 2:00 pm
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We will use a peer-to-peer format to facilitate networking, learning, collaboration, and fun for our technology service desk and deliver leaders. During this one hour virtual convening, we will discuss topics that are top of mind and critical for those working in the service space. Discussion includes (but it is not limited to) the following:

  • Traditionally service teams don’t foster “flexible” work schedules because workflow requires intentional scheduling. How are you accommodating  for the lack of flexibility in service roles during a time where our world is requiring more flexibility (working from home, distance learning, etc.).
  • What are you doing to adapt your training processes to accommodate onboarding newer team members and reskilling current staff?
    • How are you training in a new workplace environment when it’s completely differently than our previous training protocols?
  • What was your response to COVID-19? What did you do to protect and support your teams? How did you redefine what “service” meant for customers?
  • What KPIs and metrics are you using to measure success? What KPIs have you abandoned?
    • What’s a measurement of success and delivery in a COVID-19 environment?
    • What are you accountable for now that you weren’t accountable for just 5 months ago?
  • How are you keeping your service teams challenged?
    • What are development paths looking like right now?
  • What forced innovation has come out over the last 4 months within your respective teams?
  • What would you do differently to transition to work from home if we were do it again today?

The first 15 minutes of the forum is driven by two thought leaders from CHS and Best Buy (via Genesis10). The remaining 45 minutes is discussion driven and will be spent in small group breakout rooms so attendees can network, share best practices, ask questions, and leverage their service peers. 

Only Forum registrants that match the role/position for this peer forum will be approved to participate. Attendance is limited to individuals who lead service teams (or a similar position). Please email MnTech’s Director of Community Engagement Jade Denson at jade@mntech.org with questions.

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