Create IT Superstars: Not Superheroes!

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We all know IT Superheroes or have come across them in our careers. Typically, they are experts on a (generally legacy) complex environment, and it’s likely they’ve become the ‘key person’ in keeping the service operational. When an issue occurs, they swoop in to resolve it, while being far too busy to document or spread the knowledge to their wider team.

A conversation happened this week which got me thinking about this topic. I spoke to a colleague who works in a team where the Superhero had recently departed. I asked him how they were managing. He said it was difficult at first, as they were thrown into the unknown and weren’t quite sure what lay ahead. However, they managed sufficiently and are on top of the brief now.

They were also excited at the opportunity to step up, take more responsibility and work together to ensure they delivered the service to our customers. Our conversation ended with my colleague saying that it was the best thing that happened to the team, as they are now more unified, motivated and all-round happier in their roles.

Let’s take a look at some of the attributes that we normally see in Superheroes:

· Work on their own to complete tasks and rarely delegate

· Can come across as unhelpful, short and confrontational

· Finds problems for solutions

· Saves the day (while hoarding the knowledge of the problem/solution)

· Highly resistant to change

· Quick to apportion blame to others

· Dismissive of others’ opinions

· Dismissive of less experienced colleagues

· Speaks more than listens

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So, how can we, as IT technologists and leaders, ensure that we are not creating Superheroes? We need to create Superstars instead!

Superstars are technologists who are experts in their area but are also easy to work with. This makes building teams and momentum around them easy.

The following are some of the attributes of a Superstar:

· Thrives on change

· Loves problem-solving and finding solutions for problems

· Treats everyone equally

· Willing to delegate, supervise and assist

· Takes time to explain technical topics in an understandable language

· Is curious by nature

· Approachable and friendly

· Willing to delegate, supervise and assist

· Takes satisfaction in assisting others and pride in their advancement

· Inspiring

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After compiling that list, I can see where there are periods throughout my career that I’ve been a Superhero and other times I’ve been a Superstar (more recently thankfully!).

So, all is not lost! How can Organisations and IT Leaders create the environment conducive for nurturing and cultivating Superstars?

1. Psychological Safety:

Organisations need to ensure they create a positive and supportive workplace. Everyone will make mistakes, it’s how we react and support our colleagues in those times which defines how much psychological safety exists.

The payback? Innovation flourishes in organisations like this as people are not afraid of change or making mistakes, and therefore are ready to challenge the status quo. Superheroes tend to build their kingdom around them to ensure that they are safe in their jobs and that the organisation cannot survive without them. Google completed some interesting research in this area recently.

2. Encourage Collaborative Behaviours:

Research shows that a proper functioning team produces more than the sum of its parts. IT Leaders need to ensure that the culture is in place to encourage the collaborative behaviours that enable well-functioning teams. IT Leaders need to challenge disrespectful and harming behaviours to ensure they are not rewarded or encouraged.

3. Team KPI’s over Personal:

Some organisations KPI’s are not aligned with encouraging team performance. For example, a Service Desk employee may be rewarded based on the number of incidents closed. This may lead to behaviours which reward individuals but which is detrimental to the overall team goals and ‘gaming’ of the system. One potential avenue is to have a KPI which gives greater weighting to achievements by the less experienced team members.

4. Keep Technology Simple:

Simpler designs and implementation will by default reduce the requirement for Superheroes as there are fewer moving parts and potential for incidents.

5. Reduce Cognitive Overload (too much technology):

The more technology that needs to be supported by a team, the greater the chance that you will create Superheroes. Organisations need to be conscious of being strategic in their choices to avoid cognitively stretching teams.

6. Communication:

This is the secret sauce that ensures cohesion between IT teams and engagement with their end-users, the customers. IT leaders need to ensure the pre-requisites are in place to facilitate effective communication. Whether this is location, office layout, team structure or technology, it has a hugely positive effect on team performance when implemented successfully.

7. Give instant feedback:

Research has shown that instant recognition and positive encouragement increases performance and ensures healthier, happier teams. This will be noticed by the rest of the team and positive behaviours will be flourish.

I hope you found this blog interesting and useful. You can get in touch with me on Twitter or LinkedIn.

If you want to start your journey to Superstardom…check out our open roles at Version 1. Thanks for reading!