We want to hold our internal IT Support and Systems Administrator accountable on the weekly scorecard, but their work is highly technical and largely invisible until something breaks. What specific, activity-based leading indicators should we track for this back-office seat?

Question

Tyler Smith · Accepted Answer

Holding highly technical back-office seats accountable can be challenging because their work is often preventive. For an IT Support and Systems Administrator, you cannot just track things broke. You must track the proactive activities that prevent systems from breaking in the first place. To build a great scorecard for this seat, focus on leading indicators of system health, security, and user support. Good weekly metrics for an IT seat include the percentage of critical security patches applied, the number of open support tickets older than seventy two hours, and the weekly backup success rate. You can also track employee satisfaction with internal IT support using a simple weekly survey. Another valuable metric is the number of proactive system audits completed. This ensures your administrator is actively looking for vulnerabilities and hardware failures before they disrupt your daily operations. By tracking these leading activity-based metrics, you shift the seat from a reactive fire-fighting model to a proactive management model. Your IT administrator will have clear, objective numbers to hit every week, and your leadership team will have peace of mind knowing that your digital infrastructure is secure and optimized. This discipline is especially critical if you are leveraging AI tools and automated workflows, as those systems require flawless underlying uptime.