Tecnical Manager's responsibilities and

Kinda vague.. But my management roles are generally broken down into this.

Project Planning
Budgeting
Team Mentor
Hiring / firing
Performance Reviews
Buffer between Upper Managment and Engineers
By that I mean putting out fires.
Status Meetings / Reviews

HTH

I agree... other things to do, especially in your environment, include call flow documentation, training documentation, training your users, creating and managing a knowledge base (local web server si a good idea). These tools ensure the logevity ofyour people, your process, etc... Through this you'll create a proven method for your new people, as well as employees cross-training on departments as well. Don't forget about the people management as well, and go get some Project-Management training to help you plan all these projects, and then delegate as much as you can to the agents. After all, it's their content... You're trying to document it all. (-:{

Don't forget:

- Disaster recovery/business resumption
- Periodic backup system tests (unplug the UPS from the wall, etc.)
- Annual audits (I'm in banking...I get 3-4 per year)
- Documentation of existing/new systems and procedures
- Technicalplanning for future upgrades/overhauls of systems.
- Staff education oversight (got to keep your people trained).
- Employee performance reviews don't have to be just once a year, nor do they have to be formal...I assume you have call center monitoring in place.

Also to take the blame for upper management lack of funding lol

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