ISBN: 9798192708149 - the person behind the ticket: a people-first guide to leading it support teams (8 resultados)

Paperback. Condición: New.

Paperback. Condición: new. Paperback. Technical knowledge may solve the issue-but people-first leadership builds the team. In The Person Behind the Ticket, veteran IT leader Jonathan Owens shares practical lessons learned from well over a decade of leading people, managing support operations, navigating major outages, coaching struggling employees, and developing future leaders. Through honest stories from the trenches, Owens explores the human side of IT management: earning the respect of former peers, balancing empathy with accountability, handling difficult personalities, protecting employees without covering up mistakes, and remaining calm when the queue is on fire. This practical guide will help new and developing IT managers learn how to: - Build trust with employees and customers- Coach different people according to their strengths- Set standards without abandoning compassion- Address poor performance before it damages the team- Communicate effectively during outages and escalations- Make the team's accomplishments visible to leadership- Develop employees who can lead and operate independently- Create a productive culture built on transparency, consistency, and respect The book also includes The New IT Manager's First 30 Days-a practical checklist for learning your team, evaluating operations, establishing expectations, improving communication, and building an achievable plan. Behind every ticket is a person. Behind every successful support team is a leader who understands that. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. …

PAP. Condición: New. New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000.

Taschenbuch. Condición: Neu. Neuware - Technical knowledge may solve the issue-but people-first leadership builds the team. In The Person Behind the Ticket, veteran IT leader Jonathan Owens shares practical lessons learned from well over a decade of leading people, managing support operations, navigating major outages, coaching struggling employees, and developing future leaders. Through honest stories from the trenches, Owens explores the human side of IT management: earning the respect of former peers, balancing empathy with accountability, handling difficult personalities, protecting employees without covering up mistakes, and remaining calm when the queue is on fire. This practical guide will help new and developing IT managers learn how to: - Build trust with employees and customers- Coach different people according to their strengths- Set standards without abandoning compassion- Address poor performance before it damages the team- Communicate effectively during outages and escalations- Make the team's accomplishments visible to leadership- Develop employees who can lead and operate independently>The book also includes The New IT Manager's First 30 Days-a practical checklist for learning your team, evaluating operations, establishing expectations, improving communication, and building an achievable plan. Behind every ticket is a person. Behind every successful support team is a leader who understands that. …

Condición: New. Print on Demand.

PAP. Condición: New. New Book. Delivered from our UK warehouse in 4 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000.

Paperback. Condición: New.

Paperback. Condición: new. Paperback. Technical knowledge may solve the issue-but people-first leadership builds the team. In The Person Behind the Ticket, veteran IT leader Jonathan Owens shares practical lessons learned from well over a decade of leading people, managing support operations, navigating major outages, coaching struggling employees, and developing future leaders. Through honest stories from the trenches, Owens explores the human side of IT management: earning the respect of former peers, balancing empathy with accountability, handling difficult personalities, protecting employees without covering up mistakes, and remaining calm when the queue is on fire. This practical guide will help new and developing IT managers learn how to: - Build trust with employees and customers- Coach different people according to their strengths- Set standards without abandoning compassion- Address poor performance before it damages the team- Communicate effectively during outages and escalations- Make the team's accomplishments visible to leadership- Develop employees who can lead and operate independently- Create a productive culture built on transparency, consistency, and respect The book also includes The New IT Manager's First 30 Days-a practical checklist for learning your team, evaluating operations, establishing expectations, improving communication, and building an achievable plan. Behind every ticket is a person. Behind every successful support team is a leader who understands that. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. …