Years ago, when I was a Senior Technician at a major consulting firm, I had a lunch conversation with a mentor and friend who was a Managing Director. During our conversation, I casually referred to myself as "just an IT guy." What she said next changed my entire perspective on leadership, career growth, and running an IT service desk.
She told me:
"You have a personal brand that you need to represent and market every day, no matter what work you're doing."
This insight struck a chord. As a Level 2 professional building relationships with senior stakeholders, I realized that my personal brand would be key to earning trust and respect. But there was a challenging follow-up question:
The Challenge of Alignment
Aligning a strong personal brand with leadership's goals isn't always straightforward. In fact, I struggled with this at the consulting firm. Sometimes, when you build a strong personal brand, it can unintentionally come across as a threat to some leaders. So, how do you navigate this?
The Magic Formula for Alignment
There’s no one-size-fits-all answer, but I’ve developed a framework that I share with my teams:
Understand Personal Goals
Each team member has individual aspirations. I ask my team:
Where do you want to be in your career?
What are your goals?
Understanding these helps align personal ambitions with the service desk’s mission. From the service desk perspective, this is a balancing act. Each person is different, so flexibility is key.
The Leader’s Role in Alignment
As a middle manager, especially in IT, your role is to bridge the gap between your team’s personal brands and senior management’s expectations. Here’s how:
Show results on both ends: Ensure that each team member’s certifications and career growth are visible. This not only boosts retention but also showcases the team’s evolving value.
Tailored reporting: Integrate reporting that highlights how you’re utilizing team resources and skill sets. This keeps both leadership and the team aware of performance and impact.
Celebrate and Market Successes
One critical lesson I learned is that senior leadership often only hears about the service desk when something goes wrong. To change this narrative:
Market your successes: Regularly showcase achievements, big or small.
Give credit where it’s due: Publicly acknowledge team members who contribute to successes. This builds brand loyalty and morale.
Balancing customer satisfaction, leadership expectations, and team growth creates a sustainable and respected brand. In IT outsourcing and service management, a well-aligned brand leads to:
Happy users.
Satisfied leadership.
A motivated and loyal team.
That conversation over lunch transformed my understanding of leadership. It took me years to fully grasp the bigger picture, but it made me more successful. The journey from being "just an IT guy" to a leader shaping corporate IT strategy was powered by understanding personal branding and aligning it with organizational goals.
To that mentor—thank you. Your advice shaped not only my career but also the way I lead and develop my team today.