The Broken Relationship
Let’s be honest: the relationship between IT and end users is broken. Not because IT wants it to be, but because too many people have no clue what actually goes on behind the scenes. They think IT is just sitting around, doing nothing until someone screams “MY COMPUTER’S BROKEN!” Then when help doesn’t arrive in 30 seconds, it’s suddenly, “Where’s IT? What are they even doing?”
The Reality of IT Workloads
Here’s the truth: IT is drowning. Not because we’re bad at our jobs, but because we’re doing ten things at once. Security patches, server monitoring, software deployments, password resets, onboarding, offboarding, and fixing that printer you kicked out of frustration. And while we’re doing all that, we still get complaints that we didn’t respond to your 9:03 a.m. ticket by 9:04 a.m.
Even worse, some people submit tickets at 4:45 p.m. on a Friday and wonder why there wasn’t a response by the time they clock out. Reality check: most IT teams are running on fumes by 2 or 3 p.m. after a day packed with chaos. If something is critical, submit it earlier in the day or better yet, schedule time. Waiting until the end of the day doesn’t make it less of an issue, but it does make it harder to get it addressed properly and with focus.
Wearing All the Hats
There is also a huge separation of duties in IT—but only if you’re talking about large enterprises with 3,000 to 10,000+ users. In smaller companies or MSPs, that’s just not the case. You’re often looking at one or two people doing everything. We’re talking general sysadmins managing networks, security, infrastructure, user support, cloud services, vendor coordination—all of it.
And it gets worse when people don’t understand who actually does what. They think the programmer can fix the printer. They think the SEO guy can build an app. They think the guy who built their website is their cybersecurity expert. There’s a massive gap in understanding, and the expectations placed on “IT” are often totally disconnected from what individual roles actually cover.
Why Process Matters
And this is why process matters. Most MSPs and internal IT teams aim to respond to support requests within 1 to 2 hours when possible, but in reality, industry-wide averages often land closer to 5 to 12 hours depending on complexity, staffing, and workload. Anything over 24 hours might be a sign something is wrong. But here’s the thing: those timelines are based on proper support channels. When you text randomly, call out of the blue, or send an email to the wrong email rather than submitting a ticket via the proper channel, you’re not speeding things up—you’re breaking the system. It might feel faster in the moment, but it creates chaos, disorganization, and missed issues.
This isn’t just theory. That stat about 6% of emails being answered within three minutes? That might apply to large companies with full-time support desks or automated routing. That is not how the majority of IT departments operate. In most small to mid-size environments, emails might sit for hours while fires are being put out elsewhere. As for text messages and WhatsApp? Even large enterprise support desks like Dell’s can take hours or even days to respond. So if the big guys can’t do it instantly with a full team, you shouldn’t expect your local IT team to do it while juggling ten other priorities.
Texting or messaging might feel direct, but it creates more harm than good. These channels don’t get tracked, they don’t get queued, and they don’t get assigned properly. They’re interruptions—and when dozens of people are doing it, they compound into a support nightmare.
We’re not trying to be bureaucratic. We’re trying to do the job right. Support tickets exist for a reason: they create structure, accountability, and a clear history of what happened. When you use the right channels, you get better service, faster results, and way less friction.
It Goes Both Ways
It’s not just that people don’t understand IT. It’s that they don’t try to. We send instructions, but many don’t even attempt to follow them. We ask for tickets to be submitted through the proper channels, but some people insist on texting or calling randomly anyway. Then they get mad when their issue doesn’t get prioritized.
You wouldn’t yell at your mechanic because they didn’t drop everything to rotate your tires without an appointment. You wouldn’t demand a lawyer draft a contract because you texted them at 8 p.m. You don’t get to bypass the process just because it’s IT. We’re professionals. Respect the system. Respect the workflow.
The Myth of the Magic Wand
Here’s another thing to keep in mind: if you were told something up front—whether it’s how billing works, what our response times are, or what we do and don’t support—and you later complain about it, that’s not on us. That’s on you. We do our best to be upfront and clear so there are no surprises. If the expectations were set and documented, it’s your responsibility to absorb that info, not pretend it was never shared. And don’t say you don’t need IT. That’s absurd. You need Wi-Fi? You need your email to work? You want your data backed up? You want to avoid ransomware? You need IT. If you’re Googling how to fix a broken GPO or DNS issue, you’re already in over your head.
But here’s another thing: clients expect a magic wand. They want IT to fix everything instantly, even when they didn’t follow through on their end. Didn’t back up your data? Didn’t read the instructions? Ignored the warnings? That’s not IT’s fault. Yet time and again, we get blamed for problems that could’ve been avoided if people did their part.
It Costs That Much Because We Don’t Have Superpowers
That line from the song hits hard: “It costs that much because it takes me fucking hours. It costs that much because I don’t have superpowers.” That’s the reality of IT. You’re not just paying for a fix. You’re paying for time, effort, experience, and the massive mental overhead that comes with context switching across a dozen crises at once.
And then there’s billing. Especially for solo techs or small MSPs, dealing with invoices is another job in itself. You send a link to the invoice. It clearly says what the charges are. And you still get: “What’s this invoice for?” It’s one thing when it’s a new client. But when you’ve been working together for months or years? Come on. Show some respect. We already go above and beyond. And when invoices don’t get paid on time and we’re forced to chase pennies while giving away hours of service under market value, it’s exhausting. It’s insulting.
Security Isn’t Optional
Another wild one? People hire IT for security, then ask us to disable the exact protections they’re paying for. Then, surprise—they get breached. And the blame? Still lands on us.
“This firewall is too restrictive.” “Why can’t I use my personal Dropbox on this work device?” “Can you just turn off that email filter? It’s blocking too much.”
Then when something slips through and hits them, it’s: “Why didn’t you protect us?” Because you asked us not to. Security is only effective when it’s allowed to be security. If you dismantle the protections to make things “more convenient,” you own the risk that comes with it.
Burnout Is Real
Burnout in IT is real. Good people leave this industry every day because of unrealistic expectations, lack of respect, and constant fire-fighting. If you’re tired of waiting for support, imagine what it’s like being support in that environment.
How to Get the Best from IT
Want smoother, faster, more effective IT support? Here’s how:
- Submit tickets early in the day
- Use the portal, not text or random emails
- Read and follow instructions
- Trust the process
- Pay invoices on time
- Respect the boundaries
- Know that “IT” doesn’t mean “everything tech”
The Bottom Line
So if you want faster support, here’s the secret: meet us halfway. Submit clear tickets. Follow instructions. Respect our time. Use the right channels. And maybe, just maybe, appreciate that IT is the one thing keeping your entire digital world from collapsing.
We’re not asking for applause. We’re asking for cooperation.
Because IT isn’t optional. It’s critical.
And we’re here to help—if you let us.
