Who Does What on Your Technology Team?
Building the Right Technology Team Requires Different Skillsets
Your company's technology framework is the foundation everyone relies on day after day. Not just your employees. Your customers, vendors, and third party business partners depend on your company to have the right tools, technologies, services, and support in place to deliver what they need. Technology has become more complex and the skills required to implement and support your company have changed. Tech savvy leaders know that "IT does that" isn't a practical business technology strategy.
Technology Teams Aren't One-Size-Fits-All
Let's start with the must-have technology team members regardless of your company's size. We all to need to build sound, reliable, responsive skillsets for both day-to-day support and long-term growth.
This matrix is a snapshot of the day-to-day business technology responsibilities in most companies. A clear picture of who does what, what is expected, and who will be accountable is a valuable part of the your overall business technology roadmap.
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| Responsibility | Internal IT | MSP | Security | CIO |
|---|---|---|---|---|
| Day-to-Day Support | ||||
| "It doesn't work" | ||||
| "How do I ..." | ||||
| Help desk level 1 | ||||
| Help desk advanced | ||||
| SOC help desk | ||||
| User Management | ||||
| IT-related onboarding steps | ||||
| IT-related offboarding steps | ||||
| Add and remove network users | ||||
| Active Directory maintenance | ||||
| Group Policy management | ||||
| Hardware Management & Support | ||||
| Define, implement, manage user-owned devices | ||||
| Define, implement, manage company-owned devices | ||||
| Define, implement, manage remote work policies | ||||
| Define, implement, manage equipment acquisition policies | ||||
| Research, recommend equipment | ||||
| Setup new desktops, laptops | ||||
| Setup new internal servers | (1) | |||
| Configure for Windows updates | ||||
| Configure based on company policies | ||||
| Monitor for company policy compliance | ||||
| Support company-approved user-owned devices | ||||
| Troubleshoot, repair desktops, laptops, printers, servers | (1) | |||
| Maintain fiewall firmware updates | ||||
| Install routers, switches | ||||
| Monitor disk usage alerts | ||||
| Software/Application Management & Support | ||||
| Participate in software/application review, approval | ||||
| Define, implement, manage software acquisition policies | ||||
| Review, approve vendor solutions | ||||
| Setup new user email accocunt | ||||
| Setup new user hosted applications account | ||||
| User support for approved applications, software | ||||
| Monitor for non-approved software installs, downloads | ||||
| Support internal development team | ||||
| Monitor third party application updates, vulnerabilities | ||||
| Backup Management | ||||
| Review, approve vendor solutions | ||||
| Define company backup, recovery, retention policies | ||||
| Configure internal network backups | ||||
| Monitor daily backup activity | ||||
| Resolve backup issues | ||||
| Configure hosted application backups | ||||
| Monitor hosted application backups | ||||
| Resolve hosted application backup issues | ||||
| Security Management | ||||
| Define, oversee company security policies, processes, procedures with C-suite | ||||
| Understand cyber insurance terms, conditions, exclusions | ||||
| Regularly communicate, educate company security policies to all employees | ||||
| Conduct network discoveries | ||||
| Conduct vulnerability discoveries | ||||
| Conduct pen testing | ||||
| Conduct compliance assessments | ||||
| Conduct security awareness training | ||||
| Security policy management | ||||
| Access control management | ||||
| WAN security configuration and management | ||||
| Advanced firewall configuration and management | ||||
| Network traffic monitoring | ||||
| Password policy management | ||||
| Risk management | ||||
| Risk analysis calculations | ||||
| Data Management and Governance | ||||
| Define, implement, monitor data security policies and procedures | ||||
| Create, maintain company data mapping | ||||
| Define data access roles, rights | ||||
| Implement data access roles, rights | ||||
| Monitor data access activity | ||||
| Perform regular PII/PCI scans if applicable | ||||
| Monitor data collection, storage, disposal | ||||
| Asset Management | ||||
| Create hardware inventory | ||||
| Create software inventory | ||||
| Maintain hardware inventory | ||||
| Maintain software inventory | ||||
| Manage equipment disposal according to company policy | ||||
| Risk Management Policies and Procedures | ||||
| Create company security policies | ||||
| Get legal approval for company security policies | ||||
| Monitor security policies for compliance | ||||
| Deliver regular compliance reports to C-team | ||||
(1) Usually a special project with additional pricing