About Me

I’m Chris, and I believe that every person can achieve the HelpDesk of their dreams. 

My mission is to give everyone that opportunity by providing time-proven, evidence-based advice on how to build, maintain and improve a HelpDesk.

I’ve been training for this opportunity for over 20 years. In that time, I’ve read thousands of pages of literature and tried just about every type of personal improvement program, methodology [LEAN, Agile, SixSigma], and team building you can imagine. At this point, I can confidently say that while I don’t know everything, I know what works and what doesn’t.

Like most people who get into management, I had no clue what I was doing when I started out. I turned to books for help, which told me to spend time working as a service rather than a partner. This went on for years, and I jumped from attempt to attempt and program to program only to make mediocre progress and eventually get stuck in a rut.

I then turned to others in the industry for guidance, but they had me do more of the same. After spending many hundreds of hours with them, I still hadn’t gained any more satisfaction or speed to speak of, and I still had no idea what to do with my team to reach my goals. I liked the role of the job too much to quit, but I wasn’t happy with our processes and didn’t know what I was doing wrong.

I finally decided that something had to change, and I knew that I needed to start with learning the actual patterns of HelpDesk and Partner behaviors. So I threw the books to the side, got off the internet forums, and searched out the work of top methodologies, talked to experts in the industry, and started reading more about behavior and personalities than IT.

Several months later, a clear picture was beginning to emerge.

The real science of having an incredible HelpDesk is very simple—much simpler than anyone in the industry wants us to believe. It flies in the face of a lot of the stuff we see on TV, Instagram, and YouTube and read in books, articles, and magazines.

As a result of what I had learned, I completely changed my approach to HelpDesk management, and my team responded in ways I couldn’t believe. Our production skyrocketed. My energy levels went through the roof. And here’s the kicker: I was spending less time managing individual tickets and worrying about making deadlines.