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I have worked from Desktop Support to System Engineering to Manager of IT services and my experience has been mixed. I see the problem from two angles... First technical people tend to have, in varying degrees, a lack of patience and ability to verbalize to non-technical people (yes I learned that I was guilty of this early in my career). Second end users also are guilty of not trying to understand technology in any degree at times especially senior management (this get exponentially worse when you have tech workers that fail to try to work with end users). This tends to make a situation where a senior manager will make a bad decision usually for the company (seen this too many times). This makes for a recipe of IT morale being down since they get blamed for the bad technical decision and the end user thinks IT is incompetent and out of touch with user needs. Bottom line better communication that is direct and trusted between IT and end users. IT departments would need to reach out to end users (non IT managers too) to gain their trust so they can be an advocate for IT as opposed to the geeks that keep changing our systems.