Chapter 4. The Technical Support Group

This chapter explores the conglomeration of support individuals. Some companies call this a group while others call it team. Regardless of the term used, the collective of support professionals constitutes the majority of support departments globally.

The concepts described in this chapter will appear a bit more theoretical in nature than the previous, but that's because there is plenty of information and research into groups from the social sciences, such as organizational behavior to business practices like organizational structure. Specifically, the chapter includes topics such as the significance of the group the individual, the difference between a group and a team, and several new theories on technical ...

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