Could your service desk run for a week without you?
If you’re still doing tickets at 9pm, this month is for you.
Step 1 · Self-check
Six questions. No PSA, no queue, no dashboard.
Tick each one you could answer right now, without opening anything. It takes two minutes.
Tick the ones you can answer. Your result shows here.
Step 2 · Watch
Stop doing tickets. Your margin’s paying for it.
On a £1.5m MSP, the gap between a 32% and a 52% gross margin is £300k a year. Most of it comes down to who’s running the desk, and how.
- Get out of the tickets
- The only 3 numbers you need
- Colour-code who acts
- When to hire, and when not to
Step 3 · Read and listen
The rest of the conversation
What a good service desk escalation process looks like
Seven signs yours isn’t working, why it happens, and the three steps to build one that doesn’t end with you.
Read the article →Michelle Coombs on the scaleUP podcast
Why owners struggle to let go, how to work out your desk’s real capacity, and why tier one should close 13 to 15 tickets a day.
Listen to the episode →Step 4 · Build it
Build an escalation process your team can run without you
3 free templates to give every ticket an owner, a path and a time limit.
Six numbers from your PSA that show how often tickets escalate, breach and go stale.
Your tiers, your escalation steps and the twice-daily check that catches stuck tickets.
Time limits by priority, a handover standard and a weekly report that shows it’s working.
Step 5 · See where you stand
You can’t audit yourself
This month shows you what a well-run service desk looks like. The Maturity Audit shows you where yours actually is, from your own PSA, not how you’d describe it.
Tickets on hold with no follow-up date
Off trackTickets closed without time logged
Off trackTickets raised without a category
At riskSLAs configured but not being met or reported
At riskEvery open ticket has a named engineer
On track