How Do IT Guys Get Respect and Not Become BOFHs?

An anonymous reader writes "I work for a small software company (around 60 people) as the sole IT guy. It's my first time in a position like this and after about 1.5 years I'm starting to get a bit burned out. I try to be friendly, helpful, and responsive and I get no respect whatsoever. Users tend to be flat-out rude when they have a problem, violate our pretty liberal policies constantly, and expect complex projects to be finished immediately upon requesting them. My knee-jerk reaction is to be a bastard, although I've avoided it up to this point. It's getting harder. For those of you who have been doing this a lot longer, how do you get a reasonable level of respect from your users while not being a jerk?"

Comments

Fuck em

[Spit]

You have to options: slap some reality into your users and put them in their place, or burn out. Your choice.

Re:Huh?

[PitaBred]

Software developers rarely manage their own machines. And that's not necessarily a bad thing... I got my degree in Computer Science. Great people to solve a hairy logic problem, not someone you'd want with admin access on any machine you have to support...

Re:Be firm..

[Sobrique]

Wish I had mod points, because your comment is insightful. If you 'keep the distance' from your colleagues, you'll gain hate, because people don't understand computers or you. If you have lunch with them, then you'll know them personally, and they'll feel a little more comfortable about talking to you about little IT problems, which have been annoying them.
Alternatively, make a point of going for a walk around each of the departments you support EVERY day, to say 'hi' and maybe see if everything's ok.
In my experience, most of the frustration with 'IT' is very often trivial problems, that escalate until they get annoyed enough to go see IT about it. By having a walk 'round the site, you'll spot these, have a bit of a chat, pick up on the 'my mouse is a bit odd' type problems, and get 'em sorted proactively. It sounds like slacking off - and to be fair, it is, sort of - but it's the kind that will end up with your IT department appreciated and welcomed. Call it 'user support clinic' or something, if you need to justify it.
It will also let you see the smouldering before a fire breaks out that you'll have to go pounce on and fix - usually users will be bitching to each other about something being 'a bit flakey' long before it gets to IT as a critical fault.

Re:Try the slow down method

[fain]

I don't know the specifics in this case of course, but it's hardly unusual for companies to have some kind of internal billing between departments. This is, in fact, the best way I know of to get managers to realize and honestly consider the actual costs of their IT requirements. Ask anyone about backup and recovery policies, and you'll find out that ALL of their data needs to be backed up hourly, saved for 20 years, and MUST be restored within 30 minutes if a system crashes. Present them with monthly cost for that, and often they'll reconsider.

Charging per support ticket, and extra for rush jobs, would be another useful approach of the same kind.

I once felt your discomfort.

[joedoc]

I was the IT department head at a small Navy command from 1998 through 2006 (my position was eliminated via cutbacks...now I'm a contractor). I had small staffs of one or two guys over that time, but spent a few years slugging it out alone. I had many of the same issues you do, perhaps not with the intensity you've experienced. Navy enlisted folks, for the most part, tended to treat me respectfully, and the officer corps and senior staff nearly always knew better than to get on my bad side.

Every person who came to this command had to sit through a face-to-face IT brief with me. I gently explained what they could and couldn't do, how to report problems, etc. They signed off on the brief so I know they got it and I had a record of it.

Occasionally, I had some assholes who insisted on being...well, assholes...and breaking the rules. My policy was to sit down with them privately and explain that they did sign a document saying they understood the rules. I would also gently confront them with the problem they were causing, and I would ask them not to do it again. Then, I'd follow up. Still a problem? Disable their account, send a report up the chain. The fireworks would usually start (especially among the officers) when I shut them down...they'd run to the executive officer and piss like kittens about their access, at which point the XO would show them my message. Then he'd call me in, and we'd have it out in front behind closed doors. I always won. One or two incidents like this usually stopped them completely.

I had a set of policies that were outside the "official" IT instructions, but they were mine nonetheless:

1. We have a trouble ticket reporting system on the command web site. That's where all problems get reported. It's a simple form, fill out details, I'll contact you. How quickly depends on emergency level. This didn't apply to my boss (the XO) or the unit Commanding Officer. But they rarely had problems.
2. I don't deal with problems that you tell me when I'm walking down the hall or working on something else. I'll listen, but you need to post a trouble ticket. That's the only way I can track and prioritize issues. If you tell me and don't report it properly, don't complain when it doesn't get fixed.
3. Make sure they understand that the computers and the network don't belong to them. I used to tell my folks that all the IT stuff belonged to me, because someone in the Navy chain put me in charge of it. If they want to do stuff you don't want them doing, explain that they can do that stuff at home. Not on your network. Then cut them off if they insist.
4. Use all the security and administrative tools you have at your disposal. I hate working with Windows, but my experience with their servers and domains was that you have a slew of security tools built in that can cut out pretty much all behavior you don't like. Document all your policies (especially for you own sanity - you need a way to remember how to undo stuff!), and make sure they understand them clearly.

I've always found that violators of my rules tend to get upset when they can't get to their stuff or find their passwords being reset every six hours. Sometimes you have to get their attention.

By the way, make sure you get away from the desk for a while during the day, even if it's just to go outside for a short walk or stretch. Just getting some non-office air in your lungs and stretching the back, legs and arms will make you feel a lot better.

I don't do sysadmin stuff now. I'm a web apps developer, a contractor, I get paid very well (a high security clearance helps), and my job has little of the stress and responsibilities I had before. This is much better.