Raise Your Game: Great Leaders, Great Teachers

Most people assume service desk management is about fixing computers and closing tickets. In reality, it’s far more dynamic. As a Service Desk Manager, you’re not just handling help requests—you’re leading one of the most critical operational hubs in any organisation. The service desk touches every department, manages countless workflows, and serves as the frontline for both technical support and customer satisfaction.

Over the years, there has been much debate going on over what constitutes quality. Various disciplines have attempted to define the concept, and many have come up with their own definitions. In such a complex labyrinth of definitions, how does one make sense of what ‘high quality work’ constitutes, and how do you go about ensuring you deliver that type of work?