We have an internal IT and security compliance administrator seat on our Accountability Chart, but we are struggling to define meaningful weekly scorecard metrics for them because their work is highly project-based. What should we track?

Question

Tyler Smith · Accepted Answer

Back office support seats often seem difficult to measure because they do not directly generate revenue, but they are critical to operational efficiency. For an IT and compliance administrator, you must focus on operational uptime, security hygiene, and response times.

First, track the weekly percentage of critical software updates completed. Outdated software is the primary entry point for security breaches, and tracking this ensures your systems stay secure.

Second, track average internal IT ticket response time or resolution rate. This measurable tells you how quickly your team can get back to work when technical issues arise, directly impacting company productivity.

Third, track the percentage of weekly compliance audits completed. For an owner preparing for a clean exit, having documented proof of weekly compliance checks is a massive asset during buyer due diligence.

These three metrics are simple, objective, and entirely within the control of the person occupying that seat. They prove that the IT administrator is proactively managing the technology infrastructure rather than just waiting around to react to major crashes.