Folks in IT Support needs a special type of DNA to always be “on” when customers need support the most. A customer’s worst moment with an IT event is our best moment to shine. But these times are never planned.
I have worked in other IT Support organizations where the requirement for employees to always “be on” was literal. I regret to say that for too long I allowed one former employer to interrupt my plans with family or even prevent me from something as simple as attending a church service for one hour on a Sunday morning.
My area of the company, VCE, is in a hyper-growth mode and the demands for effort, time and results are high in order to keep our existing customers satisfied and to ensure new customers that acquire our Converged Infrastructure solutions receive the same industry- leading experience.
However, here is the difference from my perspective: As we grew, VCE implemented a follow the sun shift model schedule for on-call weekend support. The result is during my scheduled week for on-call, I need to be ready to serve for a defined shift and can rest comfortably knowing I have colleagues in other geographic regions who can help me transition an escalation. In the United States, VCE offers a take-a-break week during the July 4th holiday each year. It is a time where one can truly enjoy some family summer fun realizing the company wants you to relax and recharge. Finally, my local teammates are like a tightly woven quilt. If I need to get to my son’s soccer practice, I have multiple colleagues offering to cover, even with short notice.
This type of culture manifests higher performance and productivity. The highest performing sports teams achieve their pinnacles of success with taking timeouts to refocus, having suitable substitutes ready and stressing the mantra of “team first”. This narrative fits all things in life. Everyone needs balance for health and happiness and I am proud to say VCE does not compromise this simple need in the workplace.