Bertland Hope has conducted several engagements as an interim manager in IT support and operations. These have been in the education industry, government and a cultural company. Most commonly, these have involved building a department from low to high maturity before handing over to a permanent replacement.
Challenges have included creating a process-oriented department; restoring service credibility and confidence among a disgruntled userbase; building professional relationships with business management; shaping department strategy to best reflect corporate needs; rebalancing workload to ensure all responsibilities are resourced and met.
Expertise like this can make a big difference quickly because the focus is on the immediate problem, not on the distractions commonly face by employees, such as building a career.