SupportU 24 x 7: Implementing and Maintaining a Co-Managed Help Desk

The Technical Support Center at the University of Northern Colorado has been transitioning from a necessary evil (help desk) into a strategic, value-added organization (technical support center). To facilitate this change, a partnership was formed to co-manage support for technical issues and requests. This presentation will focus on the research and considerations behind the decision to co-manage our support, lessons learned during the implementation phase, and insight into the ongoing maintenance of the relationship.