In the Service Desk world, where many IT careers begin, there are always those colleagues who just seem to be “lucky.” They land promotions, secure high-profile projects or earn recognition. It’s easy to assume their success is due to chance, but the truth is — it isn’t.
What looks like luck is usually the result of preparation meeting opportunity. Those who get ahead aren’t just in the right place at the right time, they’re ready when the moment comes.
Let’s explore how you can create your own “luck” by focusing on key strategies I’ve coached many team members on that set successful professionals apart.
1. Build Your Skill Set Before You Need It
The ecosystems supported by the technical Service Desk are constantly evolving. New tools, technologies and methodologies emerge every year. The common denominator for professionals who get ahead is they are proactive in staying current. They don’t wait for a new project to learn a skill, they don’t wait to be told; they proactively look for learning opportunities before the project even exists.
For example, if your company is implementing a new ITSM solution, start mastering it before the project even begins. This strategy positions you to take the lead when opportunities arise.
This same principle applies beyond technical skills. Communication, leadership and problem-solving abilities are just as critical. The more well-rounded you are, the more valuable you become.
2. Volunteer for Visibility
Sometimes, advancement opportunities require you to step outside your comfort zone. Volunteering for challenging or high-visibility tasks like taking part in a root cause analysis, revamping documentation or mentoring new team members demonstrates initiative and draws positive attention from those leaders who can open the door to that next role.
While taking on extra work may seem daunting, view it as an investment in yourself. Choose projects that align with your career goals and allow you to showcase your strengths or develop new skills.
Keep in mind that those who are seen as “lucky” aren’t waiting for opportunities to come to them; they’re creating opportunities by showing they can handle more responsibility and are not afraid to seek it out.
3. Be Solution-Oriented, Not Problem-Oriented
One of the quickest ways to stand out on the Service Desk is by being the person who solves problems and looks for solutions rather than passing them along and forgetting about them. Regardless of whether it’s a network outage, an outdated knowledgebase article, or an inefficient process, take the lead!
Managers notice employees who bring answers, suggestions and thoughtful questions. This mindset not only elevates your reputation but also prepares you for leadership roles, where problem-solving is a daily requirement.
4. Network Within and Beyond Your Organization
A sentiment that is sometimes expressed is that career advancement is about who you know, when in reality, it’s more about who knows you. Building relationships within your organization ensures that decision-makers recognize your contributions. Attend cross-departmental meetings, speak up and ask thoughtful questions, join committees and engage with stakeholders outside your immediate team.
But don’t stop there. Network externally through industry events, LinkedIn groups and professional associations. Expanding your network isn’t just about waiting for luck to strike, it’s about actively putting yourself out there so that when the right opportunity appears, you’re ready to seize it. Many IT professionals have found new roles or consulting opportunities through relationships they’ve built over time.
5. Embrace Feedback and Criticism
Feedback is a gift and a powerful tool for growth. Constructive criticism isn’t a personal attack; it’s an opportunity to view yourself from a different perspective and improve. When a colleague or manager points out areas for improvement, resist the urge to be defensive. Instead, ask clarifying questions, accept the feedback graciously and create an action plan. Demonstrating openness to feedback increases the likelihood of receiving more, and applying it will help you in your career.
6. Develop a Long-Term Vision
Studies show that rising to the top isn’t about luck; it’s about having a clear vision for your career. Yet, it’s easy to get caught up in the daily grind of the Service Desk and lose sight of where you want to go. While your vision may evolve over time, the key is to have one and consistently align your actions with it.
No matter your career aspirations, break them down into actionable steps and milestones. A clear plan will help you bridge skill gaps, stay focused and motivated, and show decision-makers that you’re a growth-minded professional worth investing in.
7. Don’t Fear Failure
People who succeed aren’t immune to failure. They understand that failure isn’t something to fear, it’s an opportunity to grow. Each challenge faced and mistake made brings valuable lessons that sharpen your skills and bring you closer to mastery.
When a project doesn’t go as planned or a decision backfires, don’t dwell on the negative. Reflect on what you learned and how you can apply those lessons moving forward. Resilience, adaptability and a continuous learning mindset are hallmarks of every successful IT professional.
8. Be Ready When Opportunity Knocks
Ultimately, “luck” in your career boils down to this: preparation meeting opportunity. You may not always know when the next opportunity will arise, but if you’ve done the work…built your skills, grown your network and demonstrated your value…you’ll be ready to seize it.
So, the next time you see a colleague get ahead, don’t chalk it up to luck. Recognize the effort they put in behind the scenes, and then ask yourself what you can do today to create your own luck tomorrow.