How do you run your team ?
I'm interested in finding out how other people run their IT Support teams. Do people have any system ?
We run a FITS helpdesk and have procedures in place for most other work and run a rota for dealing with incoming calls but we're reviewing how we make things hang together as a whole.
I'm interested in -
Do people have any SLAs or information on how they prioritise incoming jobs ?
How do you find time for your team to work on larger scale projects and background tasks ?
How do get people to not simply focus on the latest thing to come in, ignoring longer-standing calls ?
How do you develop your teams' skills ?
How do you keep people happy ? Or at least stop them getting too p*ss*d off at staff ? (I know, I know - beer)
I'm also interested in any other nifty hints for running a team, keeping good relations with staff and making sure things are running smoothly.
I'd be grateful for any ideas people.