Support Services has sold its soul to the devil. The Director is either a pod person, a robot, or just the worst human being this side of serial killers. The old CIO told the entire company that support people belonged in a warehouse somewhere because they aren't worth the space in the building. The new CIO said "Change is good unless you resist it" and that is a direct, verbatim quote from an American man in 2013, not a dictator from Soviet Russia.
Employees are now given a 42" workspace out of which they cannot venture even to seek assistance from another coworker regarding a customer ticket. The Director controls every item on every wall and all of the blinds on the windows. Sun in your eyes, too bad. Keep working. No decorations; no desk items. She overrides company policy and HR supports her. So while most salary people can take off <4hrs and not use PTO, Support people must use PTO for any occasion and must use it in 4hr chunks. Need an extra 30 minutes for a Dr's appt? 4hrs PTO.
The Director cancelled the customer satisfaction surveys that used to help Support maintain a high level of Customer Satisfaction. Now the directive is to work 30 calls and 50 tickets a day no matter what that requires. All experts have been removed and everyone is a Tier 1 support analyst. Difficult application issues are no longer supported by experts but by any person who happens to answer the phone. And, remember, you cannot get up and ask for help or collaborate. Oftentimes, these complex application issues take hours of specialized investigation but with the strict ticket numbers people are forced to give them minimum daily attention over a long period of time instead of getting the issue resolved quickly.
The Director is a pro at talking around questions. When I would ask her "What deficiency in our service is promoting the changes and how do these changes address those deficiencies" she could not give me a straight answer. Or a loopy answer. She repeats about being "world class" but cannot define what that means or what metrics show whether we are reaching that goal. I have NO problem with change, but I want to understand what the goal is and how we're getting there. I don't think that's unreasonable.
