Interestingly enough, I’m actually surprised that so many IT people actually fit into the super-ego stroking maniacs. Having worked in the industry for a number a years, it never fails to amuse me that these same very smart but non-people persons don’t realize that they’re easily replaceable and that their positions are not so much technology as much as technology and customer support.
In this older SNL skit, it really hits home on how NOT to treat your internal customers. People are usually frustrated and their expertise is not in computing just as your own is not in accounting. So lay off, put a smile on your face and develop this great thing called “patience.” It’s amazing how it helps with all types of customer service positions, not just Information Technology.
I think the one big thing that IT divisions often forget is that they’re primarily a support function. You’re there to be unseen and unheard when you do your job well, and when it fails, that’s when you’re called. So the less calls you get, means the better job you’re doing. This is the same as other transparent organizations like HR where they do a lot of things for employees but most employees don’t even call them on a regular basis. All the work is really in the background and a support of the company. Think of these organizations like the spine in a human body. It’s important, and you can’t send messaging from your head to your toes without it, but it’s really in a quiet support scenario.