Managed Services Operations Manual: Standard Operating Procedures for Computer Consultants and Managed Service Providers
Vol. 2 - Employees and Internal Processes: SOPs for Hiring, Employee Evaluations, Team Management, and More
Available exclusively at SMB Books.
Who needs Standard Operating Procedures (SOPs)? Everyone!
When you document your processes and procedures, you design a way for your company to have repeatable success. And as you fine-tune those processes and procedures, you become more successful, more efficient, and more profitable.
Table of Contents for Volume Two
Section I - Employees
Hiring Your First Employee
Hiring vs. Outsourcing
Roles and Responsibilities - Front Office
Roles and Responsibilities - Service Manager
Roles and Responsibilities - Technician
DiSC Personality Profiles
Honesty, Integrity, and Teamwork
Basic Customer Service Training
Employee Review Procedure (Quarterly or Annual)
Layoffs and Downsizing
Time Sheet Submission and Approval
Employee Expense Reports
Healthcare and Other Benefits
Paid Time Off / Paid Holidays
Casual Fridays (and Dress Codes Generally)
Dealing with Unfaithful Employees
Section II - Misc. Policies and Procedures
Organizing Your Company Files and Folders
The !Tech Directory
Naming Your Processes and Procedures
Managing Temporary Files
Do Billable Work First?
Prudent Password Policies
Voicemail Passwords, etc.
Mobile Device Management
BYOD - Bring Your Own Destruction
Using a White Board
End of Year SOPs
Next Year's Holiday and Pay Schedule
The other volumes are:
- Vol. 1 - Front Office Mastery: SOPs for Office Management, Finances, Administration, and Running Your Company More Efficiently
- Vol. 3 - Running the Service Department: SOPs for Managing Technicians, Daily Operations, Service Boards, and Scheduling
- Vol. 4 - Support and Service Delivery: SOPs for Client Relationships, Service Delivery, Scheduled Maintenance, and All about Backups