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tability.ioWhat are It Support Manager OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
Formulating strong OKRs can be a complex endeavor, particularly for first-timers. Prioritizing outcomes over projects is crucial when developing your plans.
We've tailored a list of OKRs examples for It Support Manager to help you. You can look at any of the templates below to get some inspiration for your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
It Support Manager OKRs examples
You'll find below a list of Objectives and Key Results templates for It Support Manager. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
OKRs to enhance efficiency of IT Support and IT Network operations
ObjectiveEnhance efficiency of IT Support and IT Network operations
KRReduce average resolution time for IT issues by 15%
Implement a more efficient ticketing system- Streamline communication within IT department
- Provide additional training for IT staff
- KRImprove IT network uptime to 99.5%
- Implement a real-time monitoring system
- Develop comprehensive network redundancy strategies
- Upgrade networking equipment to latest, high-end models
- KRTrain IT staff on latest 2 network technologies for better issue-resolution
- Identify two latest key network technologies for training purposes
- Assign IT staff to complete these technology trainings
- Organize training sessions regarding these technologies
OKRs to streamline IT Service Desk for swifter resolution time
- ObjectiveStreamline IT Service Desk for swifter resolution time
- KREnhance self-service portal use by 50% to promote faster issue resolution
- Implement a feedback mechanism on portal usability
- Launch a portal awareness campaign to increase visibility
- Develop user-friendly navigation for efficient self-service usage
- KRImplement a new training program to improve technical troubleshooting skills by 30%
- Develop comprehensive, skills-focused training program
- Identify key areas of technical troubleshooting needing improvement
- Implement training program and monitor progress
- KRDecrease average ticket response time by 20%
- Implement a ticket prioritization system
- Boost staff levels during peak times
- Train support team in effective time management
OKRs to enhance the organization's information technology efficiency and security
- ObjectiveEnhance the organization's information technology efficiency and security
- KRIncrease IT systems uptime to 99.9% across all operations
- Introduce proactive system performance monitoring
- Regularly update and patch all software systems
- Implement robust and diverse backup servers for essential systems
- KRImplement multi-factor authentication for 90% of users to enhance security
- Guide users through the multi-factor adoption process
- Choose a suitable multi-factor authentication system
- Identify and classify users based on access levels and security requirements
- KRDecrease system-related user complaints by 30% through proactive IT support improvements
- Enhance technical troubleshooting protocols
- Implement continuous monitoring for system performance
- Develop comprehensive IT support training programs
OKRs to enhance IT infrastructure and optimize helpdesk processes for improved efficiency
- ObjectiveEnhance IT infrastructure and optimize helpdesk processes for improved efficiency
- KRIncrease customer satisfaction rating by 15% by implementing enhanced self-service options
- Monitor customer satisfaction rating to measure the impact of enhanced self-service options
- Conduct customer research to gather feedback and identify desired self-service features
- Implement new self-service features based on customer feedback and identified areas of improvement
- Evaluate current self-service options and identify potential areas of improvement
- KRAchieve at least 90% compliance with IT security protocols through regular audits and training
- Conduct quarterly audits to assess compliance with IT security protocols
- Address any identified non-compliance issues promptly and provide appropriate corrective actions
- Provide continuous monitoring and feedback to ensure adherence to IT security protocols
- Develop and implement regular training programs to educate employees on IT security protocols
- KRReduce average resolution time by 20% through streamlined helpdesk workflows
- Analyze helpdesk data and identify bottlenecks to optimize and streamline workflows for faster resolution
- Conduct regular training sessions for helpdesk staff to improve technical skills and efficiency
- Implement automated ticket routing system to assign tickets to appropriate support agents
- Develop standardized troubleshooting guides and knowledge base articles for common issues
- KRImprove system availability by 10% through infrastructure upgrades and proactive maintenance
- Develop and implement a proactive maintenance plan to prevent potential system failures
- Implement necessary infrastructure upgrades based on the assessment findings
- Monitor and analyze system performance regularly to identify any potential issues in advance
- Conduct a thorough infrastructure assessment to identify potential areas for upgrade
OKRs to reduce IT support response time by 20%
- ObjectiveImprove IT support response time
- KRIncrease number of available support agents
- KRMonitor and optimize resolution time for all support tickets
- KREnhance employee IT training to reduce basic inquiries
- KRImplement a new ticketing system for faster response
OKRs to ensure successful implementation and utilization of the ticket system
- ObjectiveEnsure successful implementation and utilization of the ticket system
- KRComplete ticket system setup and integration by 25% of the quarter
- Identify necessary software and hardware for ticket system setup
- Initiate system integration procedures
- Monitor and evaluate progress towards completion
- KRTrain 75% of staff members on the use and benefits of the ticket system
- Develop comprehensive, easy-to-understand training materials
- Identify staff members not familiar with the ticket system
- Schedule and conduct training sessions regularly
- KRAchieve at least 60% user adoption rate of the ticket system within the quarter
- Train all employees on the benefits and use of the ticket system
- Implement incentives for consistent ticket system usage
- Regularly monitor and report on user adoption rates
OKRs to enhance the efficiency and stability of the IT infrastructure
- ObjectiveEnhance the efficiency and stability of the IT infrastructure
- KRImplement two additional failsafe protocols to boost data recovery speed by 15%
- Develop and test two additional failsafe protocols
- Implement the new protocols to enhance data recovery speed
- Identify potential areas for implementing new failsafe protocols
- KREnsure 95% of helpdesk requests are resolved within 24 hours
- Monitor daily reports to assess resolution timelines
- Implement a high-priority response system for urgent requests
- Train helpdesk staff in efficient problem-solving techniques
- KRReduce system downtime by 20% through proactive maintenance and upgrades
- Implement a routine schedule for proactive system maintenance
- Monitor system performance consistently for early issue detection
- Prioritize timely system upgrades and patches
OKRs to enhance IT service delivery with 30% faster response time
- ObjectiveImprove IT service delivery response time
- KRImplement automation to decrease time spent on common IT tasks by 50%
- Identify common IT tasks that can be automated
- Research and select appropriate automation tools/software
- Develop and test automation scripts for identified IT tasks
- Implement automation and monitor progress for effectiveness
- KRReduce average response time to IT tickets by 30%
- Implement automated ticket routing based on issue type and urgency level
- Provide ongoing training for IT staff on efficient ticket resolution strategies
- Regularly review and optimize ticket resolution processes based on performance metrics
- Establish a priority system based on business impact
- KRTrain IT staff on new tools and processes to improve efficiency by 20%
- KRIncrease the percentage of resolved tickets within SLA by 25%
- Improve ticket routing and escalation procedures
- Increase training and support for agents
- Review and update SLA benchmarks regularly
- Streamline communication channels with customers
OKRs to enhance the efficiency and resilience of our IT infrastructure
- ObjectiveEnhance the efficiency and resilience of our IT infrastructure
- KRReduce server response time by 15%
- Optimize server software and remove unnecessary applications
- Implement efficient load balancing strategies
- Upgrade server hardware for increased processing speed
- KRIncrease network uptime to 99.95%
- Implement redundant technology to reduce single points of failure
- Schedule regular maintenance and infrastructure inspections
- Improve incident response and recovery strategies
- KRImplement a disaster recovery plan and test its effectiveness
- Train staff on executing the recovery plan
- Regularly test and revise the plan's effectiveness
- Develop a comprehensive disaster recovery plan
OKRs to successfully migrate to GitLab
- ObjectiveSuccessfully migrate to GitLab
- KRComplete migration plan and timeline, including a step-by-step guide for all teams
- Develop a detailed timeline with specific milestones and accountable team members
- Create a comprehensive step-by-step guide outlining the migration process for all involved teams
- Conduct a thorough analysis and assessment of all existing systems and data
- Collaborate with relevant teams to identify potential roadblocks and ensure seamless transition
- KRMigrate 100% of the code repositories and branches from the current system to GitLab
- KREnsure all team members are trained and proficient in using GitLab for version control
- Assign mentors to assist team members in mastering GitLab version control
- Regularly assess and evaluate team members' proficiency in GitLab usage
- Conduct comprehensive GitLab training for all team members
- Provide ongoing support and resources to enhance proficiency in GitLab
- KRAchieve 100% uptime and stability on GitLab platform throughout the migration process
- Collaborate with the migration team to establish effective communication channels and address concerns promptly
- Conduct thorough testing of the GitLab platform for any potential issues or vulnerabilities
- Perform regular backups and monitor system logs to proactively identify and address any disruptions
- Implement redundant systems and failover mechanisms to ensure continuous availability
How to write your own It Support Manager OKRs
1. Get tailored OKRs with an AI
You'll find some examples below, but it's likely that you have very specific needs that won't be covered.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
It Support Manager OKR best practices
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to weekly OKR check-ins
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
How to track your It Support Manager OKRs
Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More It Support Manager OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to maximize efficiency of the sales operations department
- OKRs to conduct regular penetration testing and code reviews
- OKRs to enhance SOC SIEM monitoring tools for efficient detection and response
- OKRs to streamline onboard services for robust engagement environment
- OKRs to improve the efficiency of the chargeback recovery process
- OKRs to instill a problem-solving mindset across the team