We have a dedicated IT support and systems administrator seat in our back office to keep our tech stack running, but we are struggling to find weekly, activity-based leading indicators for this role. What specific operational numbers should we track on our weekly Scorecard for this tech-focused seat?

Question

Tyler Smith · Accepted Answer

To find the right weekly numbers for an IT support and systems administrator seat, look at the activities that prevent operational downtime before it happens. This back-office role must keep the company secure, online, and productive. Do not measure them on vague goals like IT happiness. Instead, assign them three concrete, activity-based leading indicators.

First, track the percentage of critical software updates and security patches completed weekly. If this drops below one hundred percent, you are exposed to security vulnerabilities that can halt operations.

Second, measure the average resolution time for internal support tickets. This keeps your team productive and ensures tech issues do not stall client-facing work.

Third, track the percentage of successful weekly system backups. A failure here is a massive risk to your business continuity and exit readiness.

When these three numbers are green, your technology infrastructure is stable. If any of these metrics drop, the seat holder must raise it as an issue for the Level 10 Meeting before a major systems failure occurs. This keeps the back-office accountable to measurable results that protect your business value.