One of the challenges everyone seems to be encountering in the post-pandemic / endemic world is hiring and staffing. Many technology departments returned to operations after the 2020 closures/slowdowns with half or even greater ratios of reduced head count on the team. As 2020 thankfully begins to recede into history and operations begin to meet, and for some, exceed pre-2020 levels, technology leaders must be vigilant. The demand for technology will continue to increase while the new operational model is reduced resources. Leaders must ensure those resources are not buried trying to keep up with demand, maintaining quality and timely support to the technology end user community and performing projects or other technology tasks.
Over at the Wrigley building, it was becoming apparent to Billy Williams, the technology director, that the current staffing model was falling behind with MLB projects, property projects, compliance/security and the usual break/fix calls. While Billy had not heard any complaints about service or support, his Hall of Fame resume and experience led him to believe that the volume of tickets was increasing, projects were not letting up, and the user base, while not unhappy, was not all rainbows and unicorns regarding the support being provided.
READ THE FULL ARTICLE BY DR. MIKE ESSIG IN THE 2022 SUMMER EDITION OF GAMING & LEISURE MAGAZINE.