Pat Vickers, Expert in Help Desk Management

Pat introduces the Worst Help Desk Manager…EVER

When I was hired as a contractor by a fortune 500 company to help start up a small Help Desk, I was excited about being in on the beginning of a project and couldn’t wait to get started. My excitement was quickly turned to dread as I soon realized I was working for The Worst Help Desk Manager, Ever!

King Percy

To protect the innocent, and the guilty and me, OK it’s really to protect me, I’ll call this manager Percy. Percy was young and ambitious. From the beginning it was obvious that he liked being in charge. Most of his days were spent leaning way back in his chair with his feet propped on his desk tossing a football up in the air and catching it. If he got a call he took it on speaker, so as not to interrupt the tossing.

He kept the speaker volume loud so the entire team could hear his calls. This saved time. If anyone asked Percy to do anything he would happily agree and point at one his techs. He usually pointed at me when the request was to write new technical documents. If someone wanted something heavy moved he pointed to John, the big guy. Undesirable tasks fell to whoever was out of favor.  It was good to be king.

Well-deserved Credit

I discovered the hard way that Percy didn’t like to read. After completing a first draft of the first technical document I was asked to write I emailed it to Percy with a note explaining I had thoroughly checked it yet for errors and that I had to guess in a few areas but wanted his input on the direction I had taken. In the meantime, I assured him, I would research the areas I guessed on.  A few days later I told Percy I had a second draft and it had changed a lot. He said not to worry, the first was fine. Turned out he had not read my email, or the draft. He just printed it and sent it on.  The good news was Percy had taken full credit for the document.  The bad news was I had to inventory the stock room.

Beware of Bad Managers Bearing Gifts

The worst came a few weeks later.  After successful completion of a project Percy gave everyone half a day off, with pay, on a Friday. What a treat. As a contractor I knew I couldn’t get paid for the time but I was happy to be off at noon on a Friday.

The next week, when I turned in my time sheet Percy noticed that I had only recorded 4 hours for the Friday before. He reminded me that he was giving us the rest of the day with pay. I told Percy I really appreciated the gesture but reminded him that I was a contractor, not a salary employee and it would be illegal for me to report hours that I didn’t really work.  Percy insisted that I change the 4 to an 8. I refused. He finally admitted that he told his manager that we all worked until the last minute to complete the project and if my time record was different than the rest of theirs, it would look bad. I refused to change my time sheet which made Percy so angry I was placed permanently on the newly deployed night shift.

Fortunately as a contractor my jobs were never permanent and I soon moved on to other if not greener pastures.  I don’t know what happened to Percy. I suppose he went on to torture many a poor help desk analyst. I would like to think that eventually one of the analysts snatched his football out of the air and … well you get the picture.

Policies to Pre-empt Percy

Those of us who are not Percy’s need to do everything we can to free the world of them.  The best way to do that is put in place IT policies to which all managers must adhere. That can be daunting but the Ultimate IT Policy Toolkit makes it a lot easier. With templates and charters that will guide you through creating an extremely effective set of policies and procedures.

Have you ever work for a Percy?

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