Notes from a Tech Support Supervisor: 9.5.07
No, today was not more thrilling, as I had hoped it would be. I feel so overwhelmed sometimes and I know the rest of the group feels the same way. We just have one “urgent request” after another. We will get requests for moves or changes or new staff today that are due tomorrow. How can people expect to give us a request for new equipment and application IDs and email accounts, etc. with a next day turn around? We do the best we can. We had requests for priority equipment delivery and account set up for four staff. We busted our asses locating suitable equipment, setting up their IDs, authorities and accounts then delivered it all with a happy smile and a helpful spirit. And still, it’s not fast enough. The equipment is not what they wanted. Why can’t they do this and that? Why? How? Whiiiine. It’s just like that every day.
So yes, I’m discouraged and I know my staff is discouraged. We feel like we are constantly playing catch up. We’re constantly patching broken things and don’t have time to do the maintenance that will prevent the broken things. I feel like I need to set up an off-site meeting for us so that we can relax and discuss things and make plans for a proactive approach to serving our customers. I will plan something, even if its coffee on an extended break or lunch. Or beer, if that’s what it takes to have happy techs.
We feel under appreciated, especially by our own department. It’s like IT doesn’t understand what we do. They just know that there is this lone tech support group which operates outside of the other tech ops group and other help desk. We live by ourselves, away from the main IT building, mixed in amongst social workers and administration staff instead of in the middle of the IT drama and maze of cubicles. They don’t think we do anything, which is hurtful because we do EVERYTHING. We’re our own call center with 1st, 2nd and 3rd level support. We’re our own data comm, our own LAN, our own tech ops, our own adminstrators. We do it all from bottom to top and all the way around.
I hope I don’t seem too bitter. I’m really not. I really love my job. I know its the place for me and my staff. I appreciate my staff and hope the very best for them. My true goal is to see them all succeed and move on and live happy lives. And I just want to make sure they have what they need to do their job and that they are recognized for a job well done.
Tomorrow is going to be a better day. I’m convinced of it. If I can help in anyway to make my staff’s day a good one, I’m so there.
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