Inherited a support org? This is the plan: audit what you've got, set the metrics execs care about, calculate real cost per ticket, and decide what to fix first — and what to replace.
Your first 90 days decide your credibility. Audit the operation, stabilize what's breaching SLAs on your biggest accounts, then prove progress to leadership with a scorecard they trust.
A simple sequence to build credibility fast — audit, stabilize, then prove it.
| Phase | Focus | Output |
|---|---|---|
| Days 0–30 | Audit: tickets, SLAs, tooling, at-risk accounts | Baseline + top 3 risks |
| Days 31–60 | Fix the bleeding: routing, SLAs, QA | Stabilized metrics |
| Days 61–90 | Prove it: scorecard + exec narrative | A plan you can defend to the board |
The complete, always-current list. Any new article tagged Head of Support appears here automatically — newest first.
