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tability.ioWhat are Support Team Lead 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.
Creating impactful OKRs can be a daunting task, especially for newcomers. Shifting your focus from projects to outcomes is key to successful planning.
We have curated a selection of OKR examples specifically for Support Team Lead to assist you. Feel free to explore the templates below for inspiration in setting your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
Support Team Lead OKRs examples
You'll find below a list of Objectives and Key Results templates for Support Team Lead. 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 individual support to mitigate overwhelm
ObjectiveEnhance individual support to mitigate overwhelm
KRIncrease one-to-one client support sessions by 20%
Increase weekly client support sessions output by one-fifth- Develop better schedule management systems
- Implement customer service personnel shift changes
- KRIncrease team satisfaction related to personal support by 25% through quarterly surveys
- Monitor and adjust support strategies to optimize satisfaction
- Introduce personal support measures based on survey feedback
- Implement regular surveys to gather team satisfaction data
- KRAllocate 30% more time in team meetings for brainstorming and Q&A sessions
- Extend team meetings by 30% specifically for brainstorming
- Restructure meeting agendas to accommodate changes
- Schedule additional Q&A sessions within existing meetings
OKRs to enhance customer interaction and support
- ObjectiveEnhance customer interaction and support
- KRIncrease customer support satisfaction rate by 20%
- Offer prompt responses to customer queries and complaints
- Regularly gather customer feedback and make necessary improvements
- Implement comprehensive training for customer support staff
- KRReduce customer support ticket response time by 15%
- Implement a chatbot for immediate handling of common queries
- Update customer support tools/software to increase productivity
- Train support staff for enhanced efficiency and faster response
- KRImplement a new customer engagement strategy to boost interaction by 30%
- Monitor and adjust strategy effectiveness
- Train staff to execute customer engagement strategies
- Develop a comprehensive customer engagement strategic plan
OKRs to accelerate resolution of customer support tickets
- ObjectiveAccelerate resolution of customer support tickets
- KRIncrease support team's ticket processing efficiency by 20%
- Invest in efficient ticket management software
- Implement ticket prioritization strategies to expedite urgent requests
- Conduct training sessions on troubleshooting common issues
- KRImplement a knowledge base to facilitate 15% of ticket self-resolution
- Implement these solutions into a searchable knowledge base
- Develop comprehensive, easy-to-understand solutions
- Identify common issues from past customer tickets
- KRDecrease average ticket response time by 30%
- Increase availability of customer service staff
- Train staff in efficient troubleshooting techniques
- Implement a ticket prioritization system
OKRs to cut down outstanding ticket backlog substantially
- ObjectiveCut down outstanding ticket backlog substantially
- KRTrain team to handle complex tickets, increasing resolution speed by 15%
- Introduce incentives for quick and efficient ticket resolution
- Monitor team progress and provide constructive feedback
- Implement advanced customer service training for team members
- KRDecrease existing ticket backlog by 30%
- Implement a productive shift rotation for ongoing support
- Improve ticket first-time resolution rate through training
- Prioritize tickets based on urgency and workload capacity
- KRImplement streamlined ticket response system boosting efficiency by 20%
- Monitor changes and assess the efficiency increase
- Evaluate current ticket response system for inefficiencies
- Research and implement a more efficient ticket response system
OKRs to increase customer migration from on-premises product to cloud product
- ObjectiveIncrease customer migration from on-premises product to cloud product
- KRReduce on-premises product support requests by 15% due to migration success
- Provide comprehensive training on new system usage to all staff
- Create detailed user guides and FAQs about the migrated product
- Track and address recurring issues proactively
- KRSecure positive customer feedback on the benefits and ease of transitioning
- Offer incentives for leaving positive, detailed feedback
- Implement staff training to ensure smooth customer transitions
- Conduct a post-transition survey to gather customer opinions
- KRAchieve 20% increase in cloud product subscriptions compared to on-premises
- Offer special discounts for cloud over on-premises subscriptions
- Increase customer awareness of cloud advantages through online webinars
- Implement an aggressive marketing campaign for cloud products
OKRs to implement phase one of privilege access management tool replacement
- ObjectiveImplement phase one of privilege access management tool replacement
- KRDevelop detailed transition plan to ensure zero service disruptions
- Schedule and communicate transition plan to all stakeholders
- Develop contingency strategies addressing identified risks
- Identify critical services and potential disruption risks
- KRTrain 70% of IT staff on the operation of selected new access management tools
- Organize and implement the scheduled training sessions
- Choose appropriate access management tools for training
- Identify 70% of IT staff requiring access management training
- KRIdentify and assess five potential replacement tools, determining suitability by end of quarter
- Research and list five potential replacement tools
- Evaluate each tool's effectiveness and suitability
- Present findings and recommendation by the deadline
OKRs to streamline implementation process for customers
- ObjectiveStreamline implementation process for customers
- KRReduce average implementation time to 90 days or less
- Provide additional training and resources to project teams to enhance efficiency
- Streamline project documentation and approval processes for faster sign-offs
- Identify and address common bottlenecks in the implementation process to eliminate delays
- Implement regular review meetings and progress tracking to ensure timely completion
- KRAchieve a customer satisfaction rating of at least 95% post-implementation
- Provide comprehensive training and support to ensure customers fully understand and utilize the implemented solution
- Continuously monitor and evaluate customer satisfaction metrics to identify trends and implement necessary actions
- Improve communication channels with customers to address any concerns or issues promptly
- Conduct regular customer satisfaction surveys to gather feedback and identify areas for improvement
- KRIncrease team productivity by 20% through process optimization
- Conduct a thorough analysis of current processes to identify areas for improvement
- Implement automation tools and technologies to streamline repetitive tasks
- Provide regular training and support to team members to enhance their skills and efficiency
- Streamline workflows and eliminate unnecessary steps or duplication of effort
- KRDecrease the number of customer escalations related to implementation issues by 50%
- Implement a robust quality assurance process for all implementation projects
- Develop a comprehensive training program for implementation team
- Enhance communication channels between implementation team and customers
- Conduct regular customer feedback surveys to identify and address implementation issues proactively
OKRs to increase efficiency within the digital marketing agency
- ObjectiveIncrease efficiency within the digital marketing agency
- KRIncrease team productivity by implementing a new project management software
- Regularly review team performance and provide feedback to improve productivity and efficiency
- Research and select the most suitable project management software for the team
- Provide thorough training sessions for all team members on using the new software
- Set up clear guidelines and templates to ensure consistent use of the software
- KRStreamline reporting processes to save a minimum of 10 hours per week
- KRReduce average turnaround time for client deliverables by 20%
- Implement efficient project management tools and software to enhance workflow efficiency
- Identify bottlenecks in the current delivery process and address them promptly
- Conduct regular training sessions to enhance team productivity and time management skills
- Streamline communication channels to minimize delays during project execution
- KRImprove communication by reducing internal email threads by at least 30%
OKRs to implement MLOps system to enhance data science productivity and effectiveness
- ObjectiveImplement MLOps system to enhance data science productivity and effectiveness
- KRConduct training and enablement sessions to ensure team proficiency in utilizing MLOps tools
- Organize knowledge-sharing sessions to enable cross-functional understanding of MLOps tool utilization
- Provide hands-on practice sessions to enhance team's proficiency in MLOps tool
- Create detailed documentation and resources for self-paced learning on MLOps tools
- Schedule regular training sessions on MLOps tools for team members
- KREstablish monitoring system to track model performance and detect anomalies effectively
- Continuously enhance the monitoring system by incorporating feedback from stakeholders and adjusting metrics
- Define key metrics and performance indicators to monitor and assess model performance
- Establish a regular review schedule to analyze and address any detected performance anomalies promptly
- Implement real-time monitoring tools and automate anomaly detection processes for efficient tracking
- KRDevelop and integrate version control system to ensure traceability and reproducibility
- Research available version control systems and their features
- Identify the specific requirements and needs for the version control system implementation
- Train and educate team members on how to effectively use the version control system
- Develop a comprehensive plan for integrating the chosen version control system into existing workflows
- KRAutomate deployment process to reduce time and effort required for model deployment
- Research and select appropriate tools or platforms for automating the deployment process
- Implement and integrate the automated deployment process into the existing model deployment workflow
- Identify and prioritize key steps involved in the current deployment process
- Develop and test deployment scripts or workflows using the selected automation tool or platform
OKRs to complete Windows 10 update on all DC PCs
- ObjectiveComplete Windows 10 update on all DC PCs
- KRFully update 100% of DC PCs to Windows 10 by the end of the quarter
- Validate successful Windows 10 installation
- Install Windows 10 on non-updated PCs
- Conduct software audit on all DC PCs
- KRReach 60% upgrade rate on DC PCs to Windows 10 by end of second month
- Develop an effective, step-by-step upgrade guide for Windows 10
- Offer technical support during the upgrade process
- Conduct training sessions about the Windows 10 upgrade
- KRAchieve 30% of DC PC's Windows 10 update by end of first month
- Schedule update process for identified PCs
- Monitor and ensure successful upgrade completion
- Identify PCs for Windows 10 upgrade
How to write your own Support Team Lead 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.
Support Team Lead 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
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your 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
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
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 Support Team Lead OKRs
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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 Support Team Lead OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to foster customer-centric culture through UX insights
- OKRs to decrease average product impact across categories annually
- OKRs to establish distinct service processes for every client
- OKRs to improve your writing skills
- OKRs to boost market dominance through increased Sales and Share of Voice
- OKRs to increase the achievement of team goals to 70%