Building & Developing Your Dream Team for Your Managed Services Business

Be Different. Deliver Excellence.

Oct 06, 2020

Image Above: Collabrance celebrates National Customer Service Week with the team by sending out "Dream Team" Kits full of treats, activities, and reminders of how we can keep servicing customers with exceptional experiences.

Welcome to National Customer Service Week, with this year’s theme as “Dream Team!”

As a Service Desk Leader, pulling together an IT team who can conquer adversity and provide a great experience is what it is all about, what makes your managed services company different, and what enables you to thrive. To celebrate National Customer Service Week, I’d like to share some of the approaches we take when building our Service Desk Dream Team and focusing on employees as internal customers.

While building your dream team, keep these top of mind:

  • Not everyone is a good fit – be purposeful and selective in your hiring
  • Team members must perform to play – focus your efforts on the highest producers
  • Every member of the team is important – they each bring different skills to the table, use that to your advantage
  • You must be willing to put in the time – there are no shortcuts on the way to the top

The first piece of the puzzle building your dream team is finding the right players.

Employees come from varied backgrounds and experiences and must be able to play well together. Our IT candidates all go through multiple interviews at all levels of our organization in order to provide as much exposure as possible, so both the candidate and the team can ensure a good fit.

Candidates must have a service mindset and want to work with us because they enjoy helping others, rather than being motivated primarily by the technology.

We find many of our candidates through relationships in the community as well as from employee referrals.

Once you find the players, you must work hard to fine tune their talent.

A standardized onboarding process helps employees understand the rules of the team, while a robust training plan ensures consistency across the board.

Team members are empowered to make their own decisions and are paired with a team buddy to provide guidance when needed.

The team leader constantly looks for opportunities to help support the development objectives of the team. Finally, team members have career paths to support them as they work to advance their skills and position. It’s important to find talented techs, but also to provide them with continuing education to enhance their skill set in the managed services industry.

Keep your dream team engaged with a focus on your culture.

Foster a culture of continuous learning and knowledge transfer at all levels. Work hard to ensure that knowledge is spread as far and wide as possible, not maintained in one or two senior resources. Lose those resources and your team will be set back substantially. Recognize the efforts that your team makes and show appreciation.

A simple thank you goes a long way, but a hand written card will go even further.

Food days, theme days, gatherings outside the office are all ways to show appreciation and foster your culture. This year, we sent out "Dream Team" kits for team members to still enjoy our traditional week of activities, prizes, and recognition, but now working safely from home!

Finally, support your team inside and outside the office. Be aware of what is going on in their lives and how you might be able to assist them. It will pay tremendous dividends.



Customer Service & Working From Home

Checkout our GreatAmerica blog highlighting different ways you can implement maintain your service levels in a remove environment.

Maintain Customer Service Standards






Category: Personnel

About The Author

Hollie Braid

Hollie Braid, Director of Service Delivery, is responsible for unified, strategic leadership in service areas, including service activation, preventative maintenance, user support, training and quality. Prior to joining Collabrance in 2009, Hollie started at GreatAmerica in 2006. Before working at GreatAmerica, Hollie worked in IT for Verizon. Hollie joined GreatAmerica as a member of the Service Desk. In 2007, she became the support behind the GreatAmerica FleetView product. Hollie was part of the team that launched Collabrance, and in 2011 she became the Service Team Leader. Hollie received her Bachelor of Science degree in Information Technology from the University of Phoenix.