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Technical support-when managers fail to support their staff

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Those of us who have worked in Technical Support
invariably encounter the users who discover the manager route for complaints. You know the ones who feel piqued because you solved a problem for them too rapidly via the remote tools-they pick up the phone and say you were rude, or arrogant with them. Your manager with his soft-cock approach to user politics takes their side; bingo you are labelled a 'difficult' or Arrogant operator. There is the idea of it is very difficult to disprove a negative..like 'when did you stop beating your wife'? Any experiences like this out there?

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by larryd4

Well I work in an environment where we have a staff of 7 to support about 700 users and 15 servers. We are one of 27 other counties and we are a helpdesk. The majority of our responsibility is to troubleshoot hardware and software issues while doing some development and "special project" work.

About eight years ago, an idividual came out of a non IT department and created a form system, using FormFlo, to create a state wide form process for a very specific application. He gets an award and a position in IT as an Info Tech 1. Two years later he goes from Info Tech 1 to I.T Division Manager, Also while being sent away to a three week MSCE tech jam session and doesn't even pass the test.

He's in his boss's back pocket, hence the reason for the hire. He's intimadated by me, with 20 years of IT background, but he's the one who hired me.
Though I'm in the lead tech position and he chooses not utilize my expertise.

He has no management skills what so ever. To the point he has multiple grievances against him.

He has no people skills to the point that the staff tries their best not to communicate with him.

During my first three years I watched him literally waste over 35,000 dollars worth of funds on poorly planned software and hardware purchases. We still have a blade server and a specialized backup server sitting in a closet, because he didn?t get permission to run it on the state wide network.

Bottom line is, his ?story? and ?attitude? toward customers and issues change as easily as the current stock market fluctuations.

I?ve never worked in an environment where politics take such a role in Division Manager Positions, but this place has opened my eyes WIDE?

Yes I have a toad for a boss.

by gorman.mi

Sounds like a difficult gig my man; I sent an email to a colleague recently venting about a few management attitudes, and my manager reads the damned thing back to me- now that is a toad, forwarding a private message to the manager! I know not to trust that guy ever again....
One tries to stay positive but people are just too much sometimes :-)

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