We have successfully assigned weekly metrics to our operations and sales seats, but we struggle to find meaningful measurables for our internal IT support seat. What weekly, objective numbers can we track for an in-house IT manager?

Question

Tyler Smith · Accepted Answer

Many leaders think internal support roles like IT cannot be measured weekly because their work is reactive. This is a mistake. Every seat on your Accountability Chart must have at least one measurable that keeps them accountable for their performance. For an in house IT support seat, you want a mix of system health and responsiveness. Do not settle for vague metrics like project progress. Instead, track concrete, objective numbers. One excellent metric is the average resolution time for critical support tickets. This forces the IT manager to prioritize issues that paralyze team productivity. Another powerful leading indicator is the percentage of system backups successfully completed and verified. A single failed backup can destroy weeks of work, so seeing a weekly one hundred percent target is vital. You can also track the number of unresolved high priority tickets sitting in the queue at the end of the week. This keeps a spotlight on backlog accumulation before it creates friction across other departments. By tracking these numbers weekly, you ensure your IT seat is actively protecting your team's productivity.