This is part two of a three-part article series. You can see part one here.
Staffing is the most critical part of creating a winning technical support team. If you make mistakes with the steps discussed in my first article but excel at hiring and managing your people, you will succeed in the end. If, however, you do well with the mechanics and make mistakes with staffing, you will certainly fail.
Your Staff Today
Even if your current staff is doing a good job, you will still have to bring new people in to help you rise from the ashes. I know you don’t want to fire the people you have today—that can be unpleasant—so give it some time and the problem will probably resolve itself for you. Your current staff will naturally turn over when they get tired of listening to complaining and blaming. Your task will then be to hire better than you have in the past.