IT support should be about people, not tickets.
The "grumpy IT guy" stereotype exists for a reason, but it doesn’t have to be that way. It's not that IT technicians are inherently grumpy; the real issue is a broken system. Many IT companies run their support teams like ticket-closing factories, valuing speed over quality. This approach creates a frustrating environment for both techs and clients.
The Problem: A Ticket-First Culture
In a ticket-first support culture, technicians are treated like machines on an assembly line. They are often:
Monitored constantly for speed: Techs are pushed to close tickets as fast as possible, rushing from one issue to the next.
Measured by quantity, not quality: Success is judged by how many tickets are cleared, not how well problems are solved.
Under pressure to "move on": There's little time to dig deep into issues—resolve quickly, then repeat with the next ticket.
Under this system, clients (the people IT is supposed to help) start to feel like the enemy. Every customer request becomes just another obstacle slowing down the queue. It’s no wonder some techs come off as grumpy when the work environment pits them against the very people they're helping. This ticket-churning mindset is backwards.
The Solution: Put People Before Tickets
IT support isn’t just about fixing technical problems; it’s about helping people. When companies shift the focus to actual human support instead of just ticket metrics, everything changes for the better:
Techs become problem solvers, not just ticket closers: They have the time to talk with clients, understand issues deeply, and find lasting fixes instead of quick band-aids.
Clients get better service: With more personal attention, clients feel heard. Technicians can address root causes and provide solutions that truly meet the client’s needs, not just the minimum to close the ticket.
Job satisfaction improves: Technicians get a less stressful, more rewarding work environment. They're encouraged to do quality work and truly help people, which boosts morale and reduces burnout.
Faster, smarter resolutions in the long run: Focusing on people actually speeds up support over time. When techs know a client’s business inside and out, they can anticipate issues and solve problems more efficiently. Fewer repeat issues occur because problems are solved right the first time.
In a people-first approach, everybody wins. Clients receive more effective support, and techs enjoy a more meaningful job. This collaborative environment turns IT support into a partnership rather than a battle.
The Way Forward
When IT teams prioritize people over ticket counts, support becomes more than just a race to close issues. It builds understanding, trust, and long-term solutions. Bottom line: IT should be about people, not tickets — that’s the way forward.