Skip to main content

Support Desk Accountability Framework

This framework brings together all daily, weekly, and quality processes that keep technicians accountable, ensure client satisfaction, and maintain SLA/KPI compliance. If there are issues with understanding the below, please speak to management.

🎯 Purpose

  • Keep technicians accountable for their tickets.

  • Achieve good outcomes for clients within agreed SLAs.

  • Ensure tickets are handled with consistent quality and communication.

  • Provide managers visibility and control over the support desk.

đź“Ś Core Components

  1. Ticket Lifecycle – Defines how tickets are created, updated, escalated, resolved, and closed.

  2. Daily Standup Meetings – Provides accountability and alignment at the start of each day.

  3. Intra-Day Checkpoints (11am, 2pm, 4pm) – Ensures tickets move forward and priorities are met.

  4. Manager Ticket Review – Daily oversight of ticket queues for SLA risk, blockers, and hygiene.

  5. Quality Assurance (QA) Spot Checks – Weekly checks for communication and ticket quality.

  6. Knowledge Base Contribution – Continuous improvement by documenting solutions.

  7. Metrics & Reporting – Transparent measurement of performance and outcomes.

1. Ticket Lifecycle (Technician)

  • Log ticket properly with BLUF summary, details, category, priority, and contact details.

  • Respond quickly based on SLA and internal KPI.

  • Keep status accurate: no tickets left in “New” or “Triage,” always have follow-up times.

  • Communicate clearly with BLUF notes at every update.

  • Close ticket properly with resolution code, summary, and client confirmation.

2. Technician Daily Process

  • Before standup (within 30 mins of shift start):

    • Fill the Daily Standup Form: Today’s focus, Completed yesterday, Blockers, Accountability targets.

  • During the day:

    • Work on assigned tickets.

    • Update tickets at least at accountability checkpoints (11am, 2pm, 4pm).

  • End of day:

    • Post a short wrap-up note: Completed, Blockers, Carry forward.

3. Manager Daily Process

  • Ticket Review (before standup):

    • Check Autotask for SLA breaches and at-risk tickets.

    • Review tickets in New/Triage.

    • Compare the queue against the technician’s Standup Form.

    • Note missing tickets, blockers, or risks.

  • Standup Leadership:

    • Keep meetings to 15 minutes.

    • Ask clarifying questions based on the review.

    • Confirm accountability targets for each technician.

  • Checkpoint Follow-Up:

    • At 11am, 2pm, and 4pm, verify that tickets are updated or closed.

    • Escalate if targets are missed.

4. Daily Standup Meeting

  • Timing: ~30 mins after shift start, max 15 minutes.

  • Format:

    1. Each technician shares:

      • What I completed yesterday.

      • What I will complete today.

      • What’s blocking me.

    2. Manager adds questions from ticket review.

    3. Accountability targets are confirmed (linked to 11am, 2pm, 4pm follow-ups).

  • Rule: Long technical discussions are taken offline after the meeting.

5. Quality Assurance (Weekly)

  • Manager reviews a small sample of closed tickets each week:

    • Was the BLUF summary clear?

    • Was communication professional and timely?

    • Was the resolution documented properly?

    • Were SLA targets met?

  • Share feedback in 1:1 or team training.

6. Knowledge Base Contribution

  • When a ticket resolves a new issue or repeatable fix:

    • The technician creates/updates a KB article.

    • Link the KB to the ticket on closure.

  • Manager reviews KB contributions weekly.

  • Builds a culture of shared knowledge and faster future resolutions.

7. Metrics & Reporting

  • Daily: Tickets closed per tech, SLA breaches.

  • Weekly: SLA adherence %, tickets reopened, client satisfaction scores.

  • Monthly: Trends, recurring issues, KB contributions, improvement areas.

8. Escalation Rules

  • If the accountability checkpoint is missed (11am, 2pm, 4pm):

    • The manager follows up immediately.

  • Repeat misses → private coaching.

  • Persistent misses → formal performance management.

âś… Outcomes of This Framework

  • Technicians: Clear daily targets, accountability, and growth through QA feedback.

  • Managers: Visibility, control, and structured escalation.

  • Clients: Faster resolutions, better communication, and consistent quality.

This process ensures work gets done to a suitable quality and timeframe while keeping technicians accountable and aligned with client outcomes.

Back to top