III. SOLID TEAM STRUCTURE
Another complication can arise from the team providing global support across multiple time-zones. A solid team structure is held to be as shown in the following figure labeled Figure 2.
Solid Team Structure
Source: Strategic Systems Solution, 2002
IV. MAKING the RIGHT CHOICE in TEAM-MEMBERS
It is critically important that all individuals chosen as team-members for the technology support team "are highly motivated, flexible and...possess the initiative to work on their own." (Strategic Systems Solution, 2002; p.11) Not only should members of the team be able to make a contribution that is positive to the team and its mission but further these individuals should be of the nature that they enjoy on-the-job learning. The ability of these individuals to work within the team environment is critically important as well as is their ability to "communicate effectively with staff and managers at a variety of levels within the client organization." (Strategic Systems Solution, 2002; p.12) This will make a requirement of verbal and written communication skills "as much of the team's business is conducted using email and telephone communications. " (Strategic Systems Solution, 2002; p.13)
V. The EFFECTIVE it TEAM
The work of Moreira (2003) entitled: "Building an Effective it Team Step-by-Step" relates that there are generally three roles the team leader plays within the it department: (1) driver (drives the actions and processes that promote team building); (2) model (shaping behavior and performance to reflect the expectations set for the team); and (3) coach...
(Moreira, 2003) Four primary steps the team manager must take in getting the team off to the right start include: (1) getting to know team members; (2) making clear identification of the roles and responsibilities of all team members; (3) establishing the team's goals; and (4) learning to operate as a team. (Moreira, 2003)
SUMMARY and CONCLUSION
While personalities of individuals who comprise the team may be a factor to consider, even more important for consideration by the team leader is the clear communication of each team member's roles and specification of what roles the team members are to assume and when they are to assume these specific roles. Effective technology team management is reactive and proactive and is never done haphazardly but fashioned specifically to ensure team coverage for client's needs while allowing for the diversity of needs relating to time scheduling of team members. Finally, proper education and training as well as laying of basic principles are all critically required if a successful and effective technology team is to be built and sustained in the organization.
Bibliography
Moreira, Paula (2003) Building an Effective it Team Step-by-Step. Certification Magazine. July 2003. Online available at http://www.certmag.com/articles/templates/cmag_career.asp?articleid=285&zoneid=66
Building Effective Support Teams: Client Confidence Through Intelligent Support (2002) a Business Development Group White Paper. Strategic Systems Solutions. Online available at http://www.sssworldwide.com/downloads/120-002.pdf
