Welcome to ITS! Learn more about our strategic partnership with Afineol!

Kharmela Mindanao

By: Kharmela Mindanao on December 4th, 2024

Print/Save as PDF

What Makes a Great IT Team? (3 Qualities) [UPDATED]

Managed IT Services

Editor's note: This post was originally published on December 4, 2020 and has been revised for clarity and comprehensiveness.

In any field—be it sports, research, or business—a great team makes all the difference. This is especially true in IT, where the expertise and synergy of an IT team can make or break an organization’s success. 

What sets a truly exceptional IT team apart? Let’s take a closer look at this article.  

We’ll explore the three qualities of a truly outstanding IT team based on our experience as a leading managed IT service provider (MSP) with great teams across the US.  

0Intelligent Technical Solutions (ITS) is committed to delivering comprehensive, customer-focused IT services that help businesses stay secure, efficient, and resilient – and we want to help you become one of those businesses.  

Peter Swarowski, ITS’ Chief Operating Officer, will also weigh in on the qualities that make – or break – a team.  

At the end of this article, you’ll know the three qualities you need to foster (or find) for your organization. 

An ongoing employee training

Building an Exceptional IT Team: The Must-Have Qualities 

1. Expertise Built on Knowledge and Training 

A successful IT team requires more than just basic tech skills—it demands continuous training and real-world application.  

As Swarowski notes, “Certifications are important, but real-world scenarios reveal a person’s true ability to problem-solve and adapt. Our team knows how to use their skills to deliver effective solutions that address complex challenges.” 

A great team is trained not only through certifications but also in hands-on problem-solving that goes beyond the classroom. Serious IT providers combine classroom learning with practical, on-the-job training to ensure each team member can handle unique business needs with confidence.  

READ: What Are the Qualifications of IT Technicians Working at an MSP? 

You can use this dual approach to create an IT team that’s prepared to tackle even the most demanding technical problems while delivering excellent service. 

2. Customer Service is Just as Important as Technical Skill 

In an IT department, solving tech issues is only part of the job. Exceptional customer service is a must-have when looking to hire or create an IT team.  

 “We [ITS] provide IT support,” Swarowski explained, “but we are in the business of customer service first and foremost.” This means each interaction is handled with professionalism, patience, and a focus on solving client needs with respect and empathy. 

A great IT team understands that effective communication and collaboration are key to building trust and ensuring that the client’s experience is as smooth as possible. Find people who put customer satisfaction at the forefront and combine problem resolution with a seamless and positive experience in every interaction. 

An IT team

3. Comprehensive IT Support for Modern Business Needs 

The demands of modern business require IT teams to be skilled in a broad range of services, from cybersecurity to system updates and infrastructure management. Your team needs to have the following support structures to fulfill your business’s specific needs, including: 

  • Ongoing Staff Training 
    Tech in the 90s looks completely different from tech in the 2000s. The 2000s are different from the 2010s. 2020s technology is so far removed from the 90s that it’s practically unrecognizable.  
    It can only continue to keep changing from here. By providing regular training, you get staff that aren’t only up to date with current technology practices but are also future proofing your IT network.
  • Security Infrastructure Checks 
    Regular assessments keep your business safe from cyber threats. You’ll immediately identify potential vulnerabilities in your systems and empower your team to implement timely updates and protective security measures.  
    You stop risks before they become issues, providing your business with a solid defense against cyber-attacks. 
  • Support for Remote Work 
    As more businesses embrace remote and hybrid work models, you can keep your team happy by setting up secure mobile workspaces.  

If you set it up right, remote work becomes a seamless experience, allowing your team to stay productive and connected from any location while maintaining the highest standards of data protection. 

  • Legacy System Upgrades 
    Many businesses rely on legacy systems that, while functional, may lack compatibility and efficiency with modern technologies. Great IT teams will provide better services if you provide current technology that integrates with more efficient systems. 
  • Customized System Configurations:  
    Every business operates uniquely, and a one-size-fits-all IT setup rarely meets all operational needs. Tailoring IT setups to best fit your business operations will boost your overall productivity and maximize your resource use.  

Having these setups will keep your organization operating smoothly, stay secure, and position yourself for future growth.  

Collaborative team exemplifying the qualities of a great IT team through effective communication and teamwork

Ready to create a great IT team? 

A great IT team isn’t just about technology; it’s about people who understand your goals and work tirelessly to help you achieve them. A great IT team goes beyond troubleshooting they proactively protect your business, enhance productivity, and improve customer satisfaction. 

If you’re ready to start building your team, you deserve to know all the options available. As an MSP, at ITS we’ve helped countless businesses bypass the struggle of building a team and immediately have it on-hand.  

Ready to see how ITS can empower your organization? Download “Everything You Need to Know About Managed IT” to get a comprehensive overview of managed IT services and the team behind it.  

If you want more information about managed IT – and other IT team options – have a look at the following resources: