Desktop Services Team Honored for Outstanding Performance

Our Desktop Services Team was recently recognized at a special luncheon for achieving outstanding performance.

The Desktop Services Team is part of the Technical Service Group within IST. The group is made up of numerous areas: Desktop Support Central, Desktop Support East, Helpdesk Central, Helpdesk East, Core Process, and SMS. The organization serves all Mecklenburg County employees and numerous outside agencies. These teams are managed by Robert Howard (Desktop Support), Dan Traweek (Helpdesk) and Ken Tripp (Core Process & SMS).

Earlier this year, Desktop Central and East employees James Burris and Parrish Green helped design a tracking and reporting system to measure employee performance against Balanced Scorecard measures and Service Level Agreements (SLAs). Teams that met their SLA targets for at least 90 percent of their work orders are awarded with a luncheon every quarter. The first luncheon was held on May 21. Individual employees were also awarded with prizes for their performance.


The program is off to a very successful start, with a nine percent increase in overall work orders completed within the SLA target of 80 percent. Each team has greatly surpassed its target, with an overall team average of 97%.

“Our employees already understand the importance of customer service,” says Senior IT Manager of Desktop Services Jeff Vince. “This system encourages them to take ownership and measure not only their personal accomplishments, but the teams as well. How our success is measured should directly relate to how well we meet our customers’ needs. If an employee consistently exceeds the SLA target, I consider that exemplary performance. And they should be rewarded for that.”

Numerous other Balanced Scorecard measures are tracked as well. For instance, the Helpdesk tracks first call resolution, call abandonment rate, cost per call and customer survey feedback. Desktop Support tracks cost per call and customer survey feedback. “All of these numbers have been tracked in the positive direction since the inception of this program,” says Jeff.