We've Got You Covered With What to Do

by Jason Bryant
Date Published April 12, 2024 - Last Updated April 16, 2024

Turning around a failing IT Support Team can be challenging. Depending on the situation, it is important to systematically assess it and develop a methodology for improvement. I have had the opportunity to be a part of several support team improvement projects. Each one had different backstories and challenges ahead, but it can be done.

How you approach a turnaround effort like this is unbelievably valuable. Observe, Develop, and Implement are three key areas to include in your approach. Observation will help you understand the current state of the team by reviewing and documenting what is or has happened to properly access. Developing a methodology and plan for improvement that has clear milestones for achievement. The last approach is to implement your plan, monitor, and measure your plan so you can report improvements.


Observation as mentioned will help you understand the current state of the support team. This can be a bit overwhelming based on the situation. You could be walking into a firestorm, so it is important to stay focused. When observing, have conversations with the current team, escalating teams that work closely with the current team, and stakeholders to just listen. Record what you are hearing as you will want to understand what has been happening and what process improvements or new tools are needed.

Be empathy as there may be some personnel changes needed, your conversations will give you some clarity in this area. Also, keep in mind where the team can improve immediately and what will take some maturity. As you summarize your observations you will have some insight into developing your methodology.


Developing a methodology will give you a dynamic plan for improvement. This is where you get down to business, and I hope you noticed the word dynamic. Why dynamic? Because you want to be able to update your plan if needed as you continue to unpack the environment. You will find out increasingly as you gain information and begin to digest. This can be frustrating but having your plan in place and reviewing your observation information will keep you settled.

The goal of whatever methodology you use is to show a visual plan for moving forward and how those improvements will turn around the support team. Showing a visual diagram of the plan will help you present it to your team, leaders, and stakeholders. Breaking down the methodology comprehensively in major areas of improvement will help you articulate your observations and plan.


Now here is the fun part, watching what was broken improve over time. It is always exciting to start an implementation of what you have observed and developed. Those who have brought into your plan are the ones who will help implement the approach. Identify those employees, empower them, and give them the tools to be successful. At this point your goal should be to provide direction, strategy, and standards.

Give direction based on your methodology approach, share your strategy with all your stakeholders, and provide standards to your team. Always refer to what you observed and developed this will keep you grounded. Great teams have great leaders who can share their vision and get others to come onboard. Overall turning around a failing IT support team can be challenging and rewarding at the same time. Of course, this is just the foundation of what you will need to do. More will unpack itself as you navigate this season of your career. I am a believer that any team with the proper approach and leadership can turn around.

Tag(s): supportworld, business value, asset management, culture, employee engagement


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