How does Google CIO Ben Fried suggest you better your IT department? Make sure IT knows more about technology than the average employee. This might sound like a no-brainer, but in an article from the Harvard Business Review, Ben Fried insists it’s still something many companies overlook. In most cases the front line of IT are just the lowest end of tech support. Fried suggests eliminating these go-betweens. This not only saves time and money, but it gives you a smaller team of experts who enjoy solving the difficult problems.
Also, don’t just put more emphasis on the first-touch team, but put your employees on the frontline. Fried credits this with much of Google’s success. He has seen the changes a knowledgeable workforce can bring about, and he’s embraced it. Tech-savvy employees make a strong organization. It’s not a Google secret, but advice that Ben Fried is willing to share.