I try to set MBOs as part of the performance management process that include things like learning new skills — even ones that are IT-related, but may not be directly related to a particular position. As an example, I encourage my Network folks to learn Windows Server Administration, or my developers to learn networking.

Assuming we have resource capacity, I encourage my staff to research these topics, perform online training, and use non-production equipment for development and testing. This keeps them engaged, while providing a productive outlet during breaks and slow periods.

I also like to make sure that every team member in any position has a list of either group or individual “back burner” projects that they can work on in spare time. Ideally, these align with personal goals, like building a Linux desktop image, developing a group-level “status board”, setting up a Wiki, upgrading a non-critical system, etc…

Success Stories:
- Numerous employees worked their way from Help Desk to either Network or Server administration.

- A few employees promoted to leadership roles, and eventually to IT Management roles.

- Numerous “pet projects” that developed in to time saving tools, procedures, and applications.

- Employee was promoted from Help Desk to Business Analyst. This person worked with the ERP business analysts, learned the application in their spare time, and eventually got promoted.

- Employee worked on a “pet project” that became a corporate-wide standard, and this person became the Subject Matter Expert on implementing it throughout the company (with a healthy promotion and raise thrown in).

This approach can be really good during difficult economic times, when salaries may be fixed or cut, and when bonuses are scarce.

I tend to have people stay with me for 3-5 years, even though the average IT job span is less than 2 years. Many of them find that when they do leave, there are a variety of opportunities because they have diverse skillsets. I have had a few people tell me that after a layoff, they were able to find work almost immediately, because some specific skill or project on their resume put them ahead of another candidate.

The other benefit is that you never have the CEO tell you that they just came from the Help Desk, and so-and-so was surfing the net instead of working….