This is part two of the three-part series reflecting on my decision to move away from direct engineering into management. You can find part one here.
In the more than two years since taking on the role of Service Desk Manager, I have learned a lot about myself. My style of management and who I want to be as a leader, as well as gaining a deep insight into the world of the customers I worked with. It’s been a journey with ups and downs but overall has been a hugely positive experience.
I want to share some of the most important things I’ve learned in that time, the things that have shaped decisions I’ve made and how I conduct myself at work. This is a list, I’m sorry about that.
1. Bring Solutions
Starting out on the Service Desk there were various challenges, gripes and issues that were coming at me from senior management, from the team itself and from the other teams within the business. This was a bit overwhelming and it is easy to get sucked into the moaning and complaining about the problems, then instead of solving the problems, you perpetuate them. Always endeavouring to see the problem at hand objectively allows you to come up with solutions rather than perpetuating the problem. It’s almost always exclusively better to bring a solution to your team or colleagues in other teams than it is to perpetuate. Even if ultimately your solution is wrong or doesn’t get implemented you’re trying to make things better and people will respect that.
It’s not easy though, especially if you care about your work. You get emotionally invested and it can be hard to remove that emotion once it’s there. The thing that works for me in these cases is to attempt to gain an objective viewpoint from someone else. It doesn’t always work but it does more often than not.
2. It’s not always a technology problem
As an engineer, I was always naturally inclined toward finding technology solutions to problems. While I could academically agree that not all problems can be solved by technology it took until I was leading a team and working on higher level business problems that this became reality to me. A truly successful business is composed of three elements. People, Process and Technology. In that order.
This is not a grand revelation, I’m sure most people know that. But it’s easy to forget and even easier to get the order wrong. You absolutely have to have the right people around you, governed by the right processes or the technology is waste of time. You can have the best tool in the world but if your processes are inefficient and clunky then the tool can’t stop that from being true. If the people you have are ineffective then if you have the best tool in the world with the best processes it still doesn’t stop the ineffectiveness. Always start with people and process, then worry about the technology.
3. Aptitude and Attitude
Speaking of people, the way to find the best people is not to focus on what they already know, focus on their potential to learn and their desire to learn. This is not a new lesson to me but one that was crystalised during my time as the Service Desk Manager and beyond. If the person before you has the aptitude to learn what you need them to learn and the attitude that shows they want to learn then there’s little that will stop them from developing into what you need them to be.
In the MSP business, and in IT in general, you are never going to be an expert in everything. there’s too much to know. Instead, you need to be an expert in thinking on your feet, researching problems to resolution and learning as you go.
This one seems obvious. In my experience, though it’s one of the skills a leader needs the most and yet many leaders I’ve worked with have been very bad at it. I don’t just mean using your ears either, I mean actively listening to what other people have to say, taking it in, ensuring you have an accurate understanding of what they have to say and then integrate that feedback into any decisions you need to make.
It’s not always easy to listen like that, it’s tiring, and takes time. But it is assured to produce the best outcomes. People feel engaged and valued, whether their say has made it into a final decision or not because they will feel heard.
5. If you ask for feedback, do something with it!
Following on from listening, if you send out a company survey or ask a team for feedback via any mechanism, you absolutely must do something with the responses.
People will stop giving feedback to you if you don’t ever act on what you’re being told. You don’t ever want people to stop giving feedback. You don’t always have to do the things being asked in feedback but it’s important to respond to the feedback with rationale as to why that is the case.
6. Say what you mean, mean what you say!
Now this one is stolen directly from my Insights profile. I lead with Blue (factual, data driven) and Red (directorial, stubborn) energies and this struck a huge chord with me when I read my profile for the first time.
I cannot abide people saying one thing to you then acting completely differently to how they had stated. I get that people don’t always control this, I get that they don’t always mean to stray from what they said and so I can forgive it. But if you routinely say things that you don’t mean or say things without conviction then we are going to disagree at some point.
For me it’s about being reputable amongst my colleagues, it’s about them knowing that if I say something will be done it will be done. It’s about being trustworthy.
7. The Art of Compromise
As a leader, a great deal of what you do is actually about finding the middle ground between two opposing views, alternative solutions or whatever. Sometimes it’s harder than others to find that middle ground but it’s something that you must be able to do. See things from the other side, identify the compromise and get buy-in on that basis.
More often than not you don’t have to compromise your view or solution that much to find the compromise as there’s typically an overlap, simply because the chances are you are working towards a common goal.
I put a lot of time considering what sort of leader I want to be versus what sort of leader I am. Leading is something you should never just assume you are good at, it’s something you need to work on, a lot.