Our internal IT and systems administrator claims that daily support and server maintenance are impossible to capture on a weekly Scorecard. What objective leading measurables should sit in this back-office seat?

Question

Tyler Smith · Accepted Answer

The claim that technical back-office roles cannot be measured usually means the seat holder is confusing daily tasks with operational outcomes. When IT functions without measurable accountability, leadership only hears from the department when systems crash or employees complain about unresolved support tickets.

To bring an internal IT or systems seat into the weekly Scorecard, track leading activities that preserve productivity and security. Effective measurables include:
- Open support tickets older than 48 hours, targeting zero.
- Percentage of employee devices passing security compliance scans, targeting 100 percent.
- Software licenses unassigned for more than 30 days, targeting zero to prevent budget leaks.
- Core infrastructure backup verifications completed this week, targeting a binary pass.
- Scheduled proactive maintenance tickets resolved versus planned.

Notice that none of these numbers require tracking every minute of an IT professional's workday. Instead, they expose whether the seat holder is proactively defending system integrity or merely reacting to emergencies.

If the person in this seat on your Accountability Chart has GWC (they Get it, Want it, and have the Capacity to do it), they will welcome these numbers. A measurable target protects them from subjective criticism when random network interruptions occur. It proves to the leadership team that routine patching, data backups, and license audits are happening reliably behind the scenes.