Flexibility is Key: Managing Support and Micro-Projects
16 August 2011, by Nick Golding
We don’t have an official motto on the Support Team, but if we did it might be, “Don’t worry, we’ll deal with it.” Although the name suggests that our remit is the support of existing projects – and that is indeed part of what we cover – in reality it’s a lot broader than that. Any project that doesn’t quite fit into the normal development structure is something we might be asked to cover – any small project that wouldn’t occupy a full team. Whatever it is that needs doing, just leave it with us – we’ll sort it out.
Delivering on a broad remit like this demands a lot of flexibility from our team members. They need to adapt quickly to new requirements, new projects and new technologies, and they need to be confident that they can cope with anything that is thrown at them. You’ll see from our “People” section that we only recruit candidates with a strong natural ability; a large part of my role as support manager is making sure they’re happy that they have everything they need to make the most of that ability.
I’ll let you into a secret: we’re not perfect. A vital part of delivering quality is working out where we’re not currently achieving our high quality service aims, and analysing what we can do to improve – whether it’s a slight tweak to our process to streamline things a bit, or a complete team restructuring to put the right responsibilities in the right roles. We welcome feedback from our customers to help us guide the development of the team in the best possible direction.
Fundamentally, our goals are the same as the rest of Softwire – we want to deliver an extremely high quality of service while helping our employees get the most out of their jobs. If you think there’s a problem we could solve for you, why not get in touch with our sales team and they’ll be delighted to discuss how we can help. Don’t worry, we’ll deal with it.
Nick Golding, Head of Support