Habits of a successful service desk leader, David Wright SDI

www.servicedeskinstitute.com

Habits of a Successful Service

Desk ManagerDavid Wright – April 2014

Surprise | Delight | Inspire



Introduction

David Wright, Service Desk Institute

Director of Professional Services

Inspire and Deliver @dai_wright



Before we start

This is not new……

Confirm, Acknowledge, Maintain, Reassert, Convey, Demon

strate, Certify…

Spur, Inspire, Fortify, Restore, Galvanize, Rally, Revisit

, Vouch…

Stimulate, Replenish, Enliven, Revitalise,

Animate, Invigorate, Quicken…

Reaffirm, Advocate, Convey, Exhilarate,

Re-establish…



Leadership defined

What is Leadership?

“Leadership is hard because

people and machines are flawed”

”One of the greatest things in my career is knowing that I have helped to

positively change people's thoughts."

”You are an example to

people, whether you want to be or

not. You set an example for future

generations to follow."

“Delegate to the lowest level

possible. Create a sense of

ownership, and great things can

happen.”



Leadership defined

What is Leadership?

“Leadership is the the art of

influencing human behavior to

accomplish a mission in a manner

desired by the leader.”

@Cmdr_Hadfield #Outcomes #Hadfield #Pink14

1.7M followers



Leadership defined

1948: “The art of influencing human behaviour

through the ability to directly influence people and direct them toward a specific goal”

1958: “The art of influencing and directing

men in such a way as to obtain their willing

obedience, confidence, respect, and loyal

cooperation in order to accomplish the

mission.”1973: ”The process of influencing

men in such a manner as to

accomplish the mission.” 1986: “The process by which an individual

determines direction and influences others to

accomplish the mission of the organisation."

1990: “The process of influencing

others to accomplish the mission by

providing purpose, direction, and

motivation.”

1992: “The process of influencing others to

perform a task through providing

purpose, direction and motivation.”

1993: “The process of influencing others

to accomplish the mission by providing

purpose, direction, and motivation.”2030: “The artistry of influencing the behaviours of all

forms of consciousness, to accomplish an assignment in

a manner desired by the leader, where the task does not

contravene the purpose of the conscious form.



Manager to Leader….

The manager relies on

control; the leader

inspires trust.

.

A manager focuses on

systems and structure; the

leader focuses on people

A manager maintains;

the leader develops

The manager has a short-range view; the leader has a long-rangeperspective..

.

The manager asks how and when; the leader asks what and why.

.

.

The manager has his or her eye on

the bottom line; the leader’s eye is

on the horizon.

.

The manager accepts

the status quo; the

leader challenges it.

The manager imitates; the

leader originates.

The manager does

things right; the leader

does the right thing.

Leadership defined



Fulfilment of human needs

Maslow’s Hierarchy of Needs….

Psychological health predicated on fulfilling innate human needs in priority, culminating in self-actualization

Abraham Harold #Maslow(1908 – 1970) Psychologist

Theory expressed in 1954 book Motivation and Personality



The needs of the led

Service Desk hierarchy of Needs….



Leadership now

What makes a great leader in the 21st Century…

Traditional is dead….

Where are you looking to anticipate change?

What is the diversity measure of your network?.

Are you courageous enough to abandon the past?



Your personal value set

Defining you…..

Your Values, business and personal, compliment

and support.

Compliment strategy, prime

drivers, vision, values, propositions, mission, strap

line or dreams.

What is your personal value set?



The Service Desk Leader

Share the experience, its all about the

human stuff…...

Define yourself and create….

Create emotional connections

between people, process and

technology…...

Communicate, Collaborate, Connect…...

Encourage the right

behaviours..….Be passionate and

believe…...

Explore without limits, embracethe impossible, practice

curiosity, focus on why…...

Do and dream at the

same time…...

Create diverse teams

and networks…...

Build collaborative, engaged

environments and cultures…...

Build trust, advocacy

and motivation…...



Summary

Impossible is just someone else's opinion….

The person who says it cannot be done, should not interrupt the person who is doing it.

#breakdownbarriers #daretobedifferent



Thank You!

21 High Street

Green Street Green

Orpington

Kent

BR6 6BG

01689 889100

[email protected]

@sdi_institute

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Habits of a successful service desk leader, David Wright SDI