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...
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