Cultivating a Service Focused, High-Performing Team the Old Fashioned Way

What does a service-driven, high-performing user support team look like? What's built first, the team or the culture? Can managers recruit to find the perfect balance of service skills, judgment, and technical experience? This session will discuss the many integral parts of building, training, and leading a team focused on great service in a university environment. We will cover building a staffing "profile" and developing a recruitment plan to hire the right people; defining, refining, and building consensus around the right culture at the right time; training on behavior and technical process; and continuously engaging the and communicating.

Outcomes: Gain new ideas about building a position profile and crafting the recruitment process to find the right person * Learn about training strategies to build confident and effective staff members, using workplace culture and recognition to retain great people