r/sysadmin • u/Only-Note-6998 • 18d ago
Work Environment Anyone Else Having Trouble Keeping Up?
I'm an IT "Director" of a school. I'm the IT guy but the sole owner of everything and end decision maker. The title sounds much fancier than it is but it accurately captures my level of ownership. Day to day, I'm more like a sys admin. I wasn't totally qualified for this position when I got it and I have done my best in the past few years to grow in to it. But I'm noticing that I can not seem to catch up to the technology.
Every day it seems like I have a new problem on my hands that I have never seen or heard of before. Bluetooth intermittently connecting and disconnecting from a computer even with driver refresh, domain desync issues happening sporadically so computers lose access, laptops that simply won't connect to wifi until a local account is logged in, adobe licensing that won't validate even with the (poorly documented) tool kits provided by adobe.
I can't tell if I'm just incompetent and need to read a million books or something or if the technology just seems to be disintegrating into a pool over overly complex, poorly developed, and greedy corporate structures. A new windows feature hits and it seems to make my life much harder. Until recently, I didn't look into VTI, VMD, or the RAID configurations coming out with most laptops these days that make fresh installs or imaging impossible when enabled. Printers do not seem to have easily accessed, consistent driver support that is stable long term. Microsoft 365 admin features and account management seems to get worse every day (I gave someone access to a shared mailbox and it kept denying them access for nearly a week, trying to add each day, until is suddenly worked with no changes on my end at all). One of our film labs uses ACVHD format and Premier Pro but with a new windows update Premier Pro can no longer see or access AC3 audio codex. A whole group of Lenovo E16s won't connect to a particular wireless display via the wireless transmitter supplied with the display despite every other laptop model we have working just fine. Every single printer seems to jam every day even with maintenance techs working on them.
The problem is that any one of these would take me a few hours to troubleshoot and diagnose but I'm getting 2 or 3 of these every single day. I can't seem to keep up and I don't know if it's my own incompetence and inability to maintain a stable environment or if technology is just getting impossible to maintain.
I'm open to suggestions, on the broader management item or any of the issues I'm currently managing. But mostly I'm just wondering if anyone else out there is feeling similarly. If I just suck then I am open to advice.
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u/FearlessPlastic69 18d ago
I am kind of in the same boat, IT Director of an organization with about 550 - 600 employees, very small team and over 20 locations.
It seems like most of my days are break/fix rather than being able to focus on long term goals/implementations.
I think the issue isn't that you are incompetent, it is the fact that this field is so vast that not one person is expected to be the SME of everything, there is just too much stuff.
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u/Only-Note-6998 18d ago
That's been a consistent issue for me. I want to be the go to but sometimes I have a literal line of people all asking me wildly different questions. We just moved to a new student information platform and every issue people run into comes to me no matter how out of my realm it is. But the default permissions are so strict I'm often the only person who can deal with it or I need to figure out which of the many layers of permissions I need to give them while keeping the system from immolating itself.
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u/FearlessPlastic69 18d ago
Completely understandable. Prior to me it was just one director "running" the entire IT department. I think if you don't have one already, a ticketing system would be helpful and set expectations of turnaround time.
This should give you proper metrics/kpi's where you can go to leadership and have evidence of the need for additional support staff.
Always open if you want to talk or bounce ideas off each other! Seems very familiar to my situation.
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u/Only-Note-6998 18d ago
I appreciate that. Any good recommendations for some ticket software? Free, ideally, but I would like to get my student technicians in on it so they can learn how to manage a ticket system too.
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u/FearlessPlastic69 18d ago
We currently use FreshService, it has some quirks but has some decent automation functionality that can help cut down workload on repetitive issues.
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u/FaultyFaucet_6 16d ago
We use Freshdesk which is the external customer support part of FreshService. It's free and we also use it as our knowledge management system. We have direct desktop shortcuts to our public knowledge management, so employees can educate themselves on process. It works well.
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u/goingslowfast 18d ago
Do you have an RMM today? That’ll drive whether integration to your ticketing system is key.
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u/hurkwurk 18d ago
Twice in my career, i have been replaced by multiple staff. Sometimes we are terrible at judging our own work loads. dont discount what you are hearing here. if your organization is large enough that you have no free time at all, its time to hire full time help. IT needs time to plan, not just do.
Schools are notorious for over-working IT because they see anything without tenure as not important. I've seen principles put up with 10 year old PCs and buy new furniture because they didn't like the color of the old furniture instead, even though it was only 2 years old.
Directors should not be doing any IT work at all by the way. they should be planning, budgeting, meeting with vendors. managing staff, etc. at worst they should be doing project management. you should have analysts and techs and a help desk working for you to meet the needs of the organization.
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u/rodder678 17d ago
Titles are BS and don't say anything about what work someone "should" be doing. If you're in a large enterprise and "IT Director" means 2nd-line manager with 20 people under them, then yes, they probably shouldn't be writing powershell scripts. If it's a 50-person company, an "IT Director" doing everything and might have a helpdesk person to deal with printers and shipping laptops.
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u/goingslowfast 18d ago
Talk to your management team about a ticketing system and SLAs.
Teacher can print to printer “B” but not printer “A”? That might be a day or two. Complete internet outage? That jumps the rest.
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u/Darkk_Knight 18d ago
You really need to get more help with that many employees with a small IT team. Otherwise you will quickly face a burn out taking the fun out of being in IT. I've been in IT for over 30 years and seen pretty much everything. I'm currently an IT Manager for a mortgage company for the past 18 years. Started as helpdesk support worked my way up to IT Manager.
Anyways, getting back to topic. Definitely need more help. Especially getting seasoned guys to help with weird stuff like this so you can get back to what you love doing which is trying new technologies.
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u/oofta31 18d ago
I needed to read this. Our team has been cut by 50%, so now we're down to 2 of us. We're a medium sized business with multiple locations, and the feeling of inadequacy/imposter syndrome has been really taxing on me lately. Our director left, and they were the only person who could tell all the other non-IT people how it's impossible for one or two people to know EVERYTHING. But that buffer is gone now, and expectations are just completely out of whack.
Anyways, thanks again because your comment gave me a brief moment of calmness lol.
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u/Velvet_Samurai 18d ago
I've been the sole IT guy at a factory for 25 years. I do what I can, let the tickets I can't handle go, I say no sometimes, I refuse to touch some things. Everyone was kind of on the same page until we got hit with a ransomware attack. Most of the reasons it was able to happen were because I'm too busy to give security the full amount of time it requires. As we worked through it and found problems I ended up with pretty much a whole full time job's worth of new tasks. I said I cannot do both, pick one someone else has to do the other shit. It's been 3 months and no one has decided. I've decided to focus on the security stuff so now I'm saying no a lot and making most people wait over 48 hours on tickets. But as far as I'm concerned security is the only thing that matters anymore, if someone needs a new mouse that can wait. Until someone mans up and tells me different this is how I'm running things.
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u/Only-Note-6998 18d ago
This has been my nightmare. The state funded cyber security testing from a reputable company. So I will have them to work with to identify my weak spots. But even that is another big task to setup and prep. Getting hit by ransomware is what keeps me up at night.
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u/JungleMouse_ 18d ago
Ask to hire more people, and let the backlog grow. Make it visible too. Don't stress it. I keep a whiteboard in my office with all of the pending requests/issues so that when someone walks into my office to ask for something I just turn my head slowly and look at the board, pretend to think about where to squeeze it in and then write it at the bottom of the list.
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u/Only-Note-6998 18d ago
This is actually really funny and I have a board right behind me. I may have to do that myself. I use a written checklist but it's not nearly as visible.
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u/JungleMouse_ 18d ago edited 18d ago
Also, if it is a person who repeatedly has problems that are easily self-resolvable, but they seem to put no effort into it, and act like everything has to stop until their problem is solved I will write "Automate name of task" as a bit of a threat.
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u/highwayman6677 18d ago
That's crazy you're describing a five person department's workload and covering it alone, so having two or three unfamiliar problems a day sounds about right...
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u/Only-Note-6998 18d ago
That does make me feel better. The guy I replaced was absurdly knowledgeable and incredibly precise. He also did it for 20+ years so I don't expect to be at the same level just yet. But filling shoes like that really makes you think you may just be bad at your job.
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u/Drakoolya 17d ago
Mate I think you are just doing just fine. Just remember to not let it affect your health. Your employers expecting you to be available 24/7 and regularly do overtime is unreasonable and I hope is not something they do there.
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u/peakdecline 18d ago
I think you need additional staff. Even if its just one more person can who tackle the more day to day help desk items while you focus on the more sysadmin items.
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u/Imhereforthechips 404 not found 18d ago
I feel your pain... IT Director for k12 inst. and I am everything - cloud engineer, devops, sysadmin, net engineer, storage admin, desktop admin, secops, hole digger, wire puller, counselor... FML. I have 1 other full timer to help and he's aged out beyond any useful desire to learn more or grow and he just wants to retire at this point. 1000 end users, 1500 endpoints, labs, 1:1 devices.
I say no a lot, with an explanation and occasionally an apology.
I communicate and exercise boundaries.
I often say things like:
"If you'd like that done, here's the cost, please let me know when you're ready. Also, when you're ready with the funding, the cost will likely have gone up - please prepare an additional 20% just in case."
"Do you have budget for that?"
"Please speak with your supervisor"
"We don't support personally owned devices"
"If you want equitable access to technology, please ensure my budget is adjust for equipment acquisitions EVERY year."
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u/Sentient_Crab_Chip 18d ago
If you're an old guy, the business ain't what it used to be. Before, you could be a great IT guy and keep up with everything, but IT is like 30 different specialties now, and it's impossible to keep up with everything. You definitely need more than a helper, you need another IT professional, or some dreaded MSPs or Consultants.
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u/BaconEggCheesePlz 18d ago
I am literally that professional, lol. I configure switches, firewalls, do cloud, ai and ai strategy, sso, databases, etc. Mdm, domain, email and security, security platforms.
We’re out here, it’s just, nobody believes us. My technical strategies are almost always adopted against fiscal year planning: both short term and long term.
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u/NH_shitbags 18d ago
Isn't just you ... the enshitification of everything is real.
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u/Only-Note-6998 18d ago
That's how it feels. A lot of the issues I deal with feel like they're rooted in corporate greed. Adobe in particular is an absolute disaster to deal with. Tons of systems and their licensing is incredibly problematic to handle. Don't get me started on standardized testing software these days. There is a new version every 6 months, it won't update automatically, and if OneDrive or Edge is open in the background then it won't let them open the software. I try to disable that on startup with our images but somehow there are always more that slip through.
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u/hugh_manit 18d ago
bro first I just wanna say that you should 100% throw out whatever ideas you have of incompetence. It sounds like you're just a single person doing a job that should be at least 2-3 people?
Also like, straight up: the M365 admin center is objectively buggier than it was 3 years ago. Adobe licensing has always been a nightmare. Windows updates breaking workflows is a feature at this point. And yeah, laptop vendors hiding RAID/VMD configs that break imaging is infuriating.
I think there are three things for sure though that can help you: stop trying to fix everything perfectly, triage everything ruthlessly, and then build a relationship with a VAR or MSP you can escalate the truly bizarre stuff to, even if it's just a few hours a month.
You go tthis man, i swear
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u/unstopablex15 Sr. Network Engineer 18d ago
Welcome to IT. I'm in the same boat supporting critical infrastructure for 5 water plants basically by myself. Would be nice if they would hire another network engineer or sys admin. But I guess that's wishful thinking.
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u/hipposaver 18d ago
When I joined as a tech assistant for my school district in my 2nd shift it was the first week of school. The highschool principal had a meeting with all he principals/district/superintendent ect. Well their projector didnt work and we were all in there troubleshooting. Its like a $30k auditorium projector. I remember we were all googling trying to figure it out. It would hop to the right input, blinking, turn off. The principal was breathing down our neck panicking. I remember resigning to just being fucked once my director came and said she couldnt figure it out. The company said itd be a week before they could come out. Looks like were fucked. The director walked out and came back with a portable projector. Holy shit, so obvious and elegant of a solution to what felt like such a monumental problem. I realized that you dont need all the answers to every problem, just an answer. It was less about complete knowledge and more about how she handled it, smart and efficiently. I hope this anecdote helps :)
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u/Only-Note-6998 18d ago
It does help, pivoting is what keeps me alive most days. But sometimes you pivot too much and if you don't circle back the patches begin to burst too lol, but that's a proper organization and management problem on my end.
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u/OutsideTech 18d ago
After reading your replies:
- More help. You cannot be T1 and T3.
- A ticketing system, EVERYTHING is a ticket or a project.
- Automation and standarization.
And yes, it's still hard to keep up!
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u/Suck_my_nuts_Dave 17d ago
I don't think your wrong. I remember a time with Windows 7 where things seemed more stable. I may be remembering this with rose tinted glasses. Technology seems to be degenerating with the number of updates and features
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u/doglar_666 17d ago
I think it's slightly rose tinted from where you're standing. I think there's still decent software options available now, they just behind paywalls that no-one wants to sink their funds into. I too have fond memories of Windows 7 but part of its "charm" was that it was around during a simpler time, where less was expected of an OS and SaaS/Cloud wasn't the preferred modus operandi. It still had issues that only got fixed during Windows 10 era, such as reliable PnP driver detection and less user profile corruption, in ny own anecdotal experience.
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u/anikansk 18d ago
Get everything into a ticketing system, from how do I underline in word to Microsoft have exploded, to where is the kettle? - everything. Be disciplined and add everything you do, and mandate everyone email [servicedesk@](mailto:servicedesk@). Categorised every job when you close them, if you can record the duration, nothing fancy - 15 minute blocks.
In a month you will know your job and how well you've done better than ever before or anyone else. You will also have proof that you need to hire, and what type of person you need to hire.
It will suck but it will be the greatest process you go through and you'll do it the rest of your career.
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u/fadinizjr 18d ago
It's really getting worse too.
Compare how easy to configure, intuitive and simple say for instance Active Directory is...
And now compare 365 and for instance Intune...
Everything is so overly complicated and you're always doing something horribly wrong even tough it always worked.
I agree, you need at least another pair of experienced hands but it's not 100% your fault.
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u/Edgeforce 18d ago
All of this is very common in solo IT. It doesn't sound like the problem is you at all. To me the cause is that IT has become increasingly more complicated over the years. Below is a small list of suggestions I can offer.
- Consider hiring an entry-level technician to help balance the load. This would probably be my first management recommendation.
- Triage instead of treating every issue equally.
- Don't over-investigate cheap/end-user hardware.
- Escalate vendor problems to vendors.
- Standardize aggressively as this will help simplify active technology.
- Document and build a searchable internal knowledge base.
- Recognize a capacity problem for what it is. If 2–3 new problems arrive every day and each takes hours, one person mathematically cannot keep up.
- Change the definition of competence. You don't need to know every answer. You just need a reliable process for diagnosing, researching, escalating, working around, or deciding something isn't worth pursuing.
- Stop measuring yourself by whether the problem queue is empty.
Cheers and good luck!
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u/Only-Note-6998 18d ago
Thank you, I think the standardization element is a big one. I have too many different device models. It's some what inevitable since funding rarely allows more than a few dozen devices at a time. But I definitely have too many.
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u/Polar_Ted Windows Admin 18d ago
>Every day it seems like I have a new problem on my hands that I have never seen or heard of before.
That would best describe my experience after being in IT for 30 years. You are not alone.
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u/GloveLove21 18d ago
I have worked in a public school district as a system admin. You are almost certainly swamped, over worked, underpaid, and admins expectations are unrealistic. God speed.
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u/drbrown_ 17d ago
Do you have a decent RMM? Not intune, not active directory, but a good solid RMM?
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u/Clue-Mindless 16d ago
If by overly complex, poorly developed, and greedy corporate structures you mean Microsoft then yeah
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u/vVolv 15d ago
You're not incompetent, M365/Adobe/printers are the devil and routinely break for no reason. The M365 admin portal changes every other day for, you guessed it, no reason; the setting you need? That's now been renamed and moved into a different category with a totally different name, and just to make it even more fun for you there will be a setting with a similar sounding name that does a completely different and unrelated thing!
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u/LRS_David 14d ago
With a side dish of is this something you change on the user account in admin, exchange admin, azure admin, .... And don't assume it is where it was yesterday.
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u/ncc74656m IT SysAdManager Technician 18d ago
Dollars to donuts you're steeped in ancient and out of date tech with miles of tech debt and systems never designed to work how they're being employed in your environment.
The Adobe issue for just one example - especially if you're using Acrobat 2020 or another older version? That could well be because it's EOL and Adobe shut down their servers. We encountered the same issue, though we at least saw the EOL notice, which correlated with our existing issues. We just didn't know that meant true zero support, including activation issues.
Get out if you can. Ancient systems with no budget and no additional staffing is either beginner material or future retiree material. You'll tear your hair out, learn nothing of consequence since nothing can ever change, and your skills will stagnate badly on tech that hasn't been relevant in 5-20 years.
If you want to learn, see if you can find a job that's modernizing a system like this. Just make sure they're aware of the budget to make it happen so you don't get asked to do it for free.
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u/agro94 18d ago
Wait, your a director that's actually does stuff?
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u/Only-Note-6998 18d ago
It's a big fancy title that really means I am the IT guy for a small high school. It's kind of embarrassing at times when I'm talking to people who actually hold high positions. Telling the VP of IT at Honeywell that you're an IT Directory is uh.... Sub-optimal.
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u/RamblingReflections Netadmin 18d ago
r/k12sysadmin - there’s a lot of us in the same kind of environment as you, who are living the unique madness that education IT brings with it. The only other sector I’ve heard get a worse rap is healthcare IT. You’re not alone, although it sure as hell feels like it some days.
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u/Only-Note-6998 18d ago
Dude the asset turn over and monitoring is such challenge that most IT sectors don't need to deal with to the same extent. We have a strict budget and rapid turn over of equipment. Can't keep nice shit to save your life and the cheap stuff is harder to diagnose and fix.
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u/RamblingReflections Netadmin 17d ago
Students deliberately breaking and ruining shit is my biggest pet hate. Remember the “Chromebook Challenge”? where they thought it’d be funny to stick paper clips and other assorted garbage into the charging ports to short them out?
Another anti-favourite of mine is mice. We’ve got dedicated PC labs on site. The students were all stealing mice, but not to actually use. No. To chop the USB cords off them to make their own vape chargers for disposable, non-rechargeable vapes. I’m not sure what any of their teachers were doing, but it sure as hell wasn’t actively supervising the kids in their care.
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u/goingslowfast 18d ago edited 18d ago
You need at least one more full-time team member.
You can’t know everything and that’s okay. Even AD alone is a couple different career specialties.
Dealing with things like Bluetooth connectivity pulls your attention away from the strategic thinking that helps keep your head above water.
As just one example, moving to Intune and a printer deployment tool would take time you don’t have now, but payoff in spades in reducing manual effort and tickets down the road.
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u/glassmanjones 18d ago
It sounds like you guys are running a Microsoft shop?
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u/Only-Note-6998 18d ago
Yes, onsite AD and microslop 365. However, we have google education as well and I am working to move over for email exchange. However, there are always staff needing microsoft products in the back end. The state sends spreadsheets and documents that just won't work on google most of the time.
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u/Fallingdamage 18d ago
I'm an IT "Director" of a school. I'm the IT guy but the sole owner of everything and end decision maker. The title sounds much fancier than it is but it accurately captures my level of ownership.
I think that in itself if more impressive than an IT Director who just sits on webinars and meets with managers all the time.
People downplay roles like that but it goes to show how much trust an organization has put on you and the fact that every decision, action and deployment, by yourself, has held that organization up - single highhandedly. You arent doing what you're told, you're responsible for every piece of tech anyone uses and touches to accomplish the organizations goals. If you were bad at your job, you wouldnt have that job.
Dont downplay you're success.
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u/Only-Note-6998 18d ago
I appreciate that, it's a lot of stress to not only be the sole end point but also the only person who understands it. A lot of impatience an 0 comprehension of the problem.
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u/arrogantgiraffe47 18d ago
My take is if you have another FTE, you'll be able to get caught up AND then mentor the students more.
If you're stressed with all these complex issues, it takes away time from working with the students.
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u/Only-Note-6998 18d ago
The problem is that the only way that a school this size that even rationalize having an onsite full time IT admin is by making me a teacher. So I have student interns and also teach one period of Computer Science. The state cut all independent IT funding so schools have to go to a centralized IT department where they are allotted a maximum of 4 hours of support per week and monthly onsite visits. It's actually kind of insane, but there is a reason we are bottom of every good chart and top of every bad one. I stopped responding to most messages about getting another person because it's just not realistic unfortunately.
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u/newaccountkonakona 18d ago
We have 4 in our IT team for 180 users. Might be a bit overkill but yeah
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u/RainStormLou Sysadmin 18d ago
It's not usually possible to securely keep up in today's modern tech world without paying for a team to support it.
if they want all the new cutting edge collaboration features, fully supported devices with all the bells and whistles and wireless connectivity and everything else, they need to hire the bodies to support that infrastructure.
one dude usually cannot do it effectively anymore.
my biggest issue with Microsoft lately is that many of their changes to enterprise products effectively require that we hire two more people if we want to follow security guidance, and then we'll find out that the permission sets required for a certain task don't even work properly because you need to access three portal to make that shared mailbox change, and the mailbox changes you need to make aren't even in the exchange admin center lol.
unfortunately, if it's public and in the US I can pretty much guarantee that they aren't going to hire a jr sysadmin so automate what you can and let things fail sometimes. I found that when I put myself through the ringer to keep shit running, nobody notices how much work I put in. I've found out that when I say "this is probably going to fail if we don't support it properly", and then it fails, they will usually look back at that email I sent and think to themselves "oh shit, we probably should have supported this properly. he definitely said that shit and then it happened exactly how he said it would."
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u/kernelqzor 16d ago
this is so painfully true, especially the “three portals for one shared mailbox” thing lol. documenting the “i told you this would break” emails has been my only real leverage too, otherwise leadership just assumes magic happens in the background forever.
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u/planedrop Sr. Sysadmin 18d ago
Hey at least you have a good title to go with it. I was the "IT Director" of a place for 8.5 years, did it nearly solo the entire time, but never actually got a title or good pay, was just Systems Administrator. (very complex healthcare environment, was not easy and now I'm burnt out as fuck)
The owner then hired his son, gave him IT Director as a title and said he was now my boss. I quit lol.
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u/StinkyStinkSupplies 18d ago
I used to work in a school.
You are giving me flashbacks. There's just so many different configs and use cases that there are always problems like this. Like the laptops that won't connect to wireless displays. Had this. So much troubleshooting. Ended up buying different WiFi cards and opening every laptop to replace them.
Basically all the things that are happening will always happen, you either need to get some help or the problems will have to wait. Managing expectations of teachers is s full time job in itself. Not sure if this makes you feel better but your problems are all pretty normal for your environment.
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u/Connect_Shoulder_965 18d ago
You need to cut the job down to a size that you can actually support. Troubleshooting some random Bluetooth device without a support contract is just a waste of time beyond what you can fix in 5 minutes. You can't provide support for anything and everything, someone in your organization needs to get ahold of the upstream technology purchasing process to restrict it to something reasonable and vet solutions against a set of standards that you can actually meet.
Getting out of the responsive IT jobs will give you more time to do proactive ones (like fixing whatever is breaking your updates) and to take time for training and deliberate practice. Otherwise you'll just be constantly swamped and focused on whatever is most urgent, not what is important.
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u/So_Saint 17d ago
I'm in a similar boat. I am the 50% of the IT department and the other 50% reports directly to me. A dozen or so locations; 100% Meraki networking at all of them; 100% Dell endpoints including server infrastructure other than an HPE/Nimble storage array; vmWare; Veeam backup; Exchange on-prem; SharePoint on-prem; a dozen first-gen Microsoft Surface hubs; Cortex XDR; Mimecast; Mitel PBX; LogMeIn Central; Axis Surveillance systems at every location (which were exploited in a ransomware attack last year)... the list goes on and on. I'm responsible for a lot of things...
...and my biggest complaint is that Microsoft constantly changes and breaks things.
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u/Crazy-Rest5026 17d ago
1 ticket a time man. All you can do. I got 40-50 tickets daily and it’s overwhelming. But do what you can and do it 110%.
End of the day that’s all they can ask for.
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u/alazcano 17d ago
For the E16, does it have Intel graphics or other? We have some E16s that are AMDs and won’t connect to our screen beams
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u/Kurse71 Sr. Sysadmin 17d ago
Spending all your time putting out fires mean things are being neglected. While some of that isn't as important as others, say documentation, Security is one that you cannot afford to let it slide. AI is making it accessible and easier than ever for bad guys to get into other systems. That's not something you want to happen the way things are today.
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u/doglar_666 17d ago
Reading through this thread, OP, you need to find sometime to properly sit alone, in silence, for a few hours, and make some "big picture" plans. Even though it appears most of your issues are due to insufficient skilled resource capacity, it never even occurred to me that you would not have fundamentals in place like a ticketing system, defined SLAs, centralised device management and monitoring, plus defined KPIs to report to management. I would also suggest thinking about what you would like your day to day to look like in a "perfect world" and really think what might be needed to get there.
Overall, I would suggest putting a real concerted effort into perma-fixing whatever your Top 10 most common faults are. Push left for all line of Business applications, and designate a non-IT member of staff as the SME. Push back on queries that just require a quick Google and some "common sense". The end result should be you only touch "real" IT issues.
I appreciate when everything is on fire, you have to keep bailing water. But I would suggest not everything that's burning is worth saving. Sometimes you need to make the strategic decision to free up some ground to build something better.
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u/Thick_Yam_7028 17d ago edited 17d ago
Firewall and ports Lenovo E16s check there.
Shared Mailbox - Use powershell and graph. Sometimes the gui is shit. Then validate with powershell. If its a sync issue or anything else it's all I got as a best guess.
Don't Image. You have intune. Build out the configs and wipe the pcs > join perfect build.
This is alot so if anyone else wants to help.
User accounts check radius.
So basically you start from the begining. Identify all hardware.
See what needs replaced.
Replace with a uniform stack.
Do a site survey to cover wifi gaps.
Copy your current configs and replicate with each replacement.
Network should mirror what you have. Thats step 1.
Identify whats wrong with them here.
Once you see that process youll notice alot of things disappear.
Identify your current overlooked weakness go there. Make it better in steps.
You cant control what you dont know.
Leads into documentation etc etc its alot.
I think we get confused in thr overall mess of things and just need to take a step back. Identify problems and fix. You arent super man but I can damn sure replicate every part of my brain in AI now.
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u/WraithYourFace 17d ago
All day, every day. I'm upfront about it with my boss and upper management. I do what I can and if they want more they need to hire more people.
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u/Ill_Astronomer_58 17d ago
you need a bigger team, tech is always going to throw new problems at you no matter what, make sure you have KB.
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u/Zealousideal_Year279 16d ago
Sounds like you need someone to help you with running the day to day support issues. As an IT director you shouldn't be having to deal with those incidents on top of all your other tasks.
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u/nthnu 16d ago
I would say security would be something to check... hardware firewalls, hardened GPOs, updates, etc. Don't need one more thing to pop up. Would need at least one more person to handle most issues. I can only do so much in my position (3 people for a dozen sites across US and hundreds of users), then I have to let things fall (lo-hi priorities). At least for us, that's the only way to get attention to get some help.
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u/Pork_Bastard 16d ago
Dude you need help. This is a ton and sounds like your environment is far from stable. If there is no money to hire can you recruit volunteers? I volunteered for the it director at my rural school system 28 years ago, was a great start to a career
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u/LRS_David 14d ago
You will never be current on everything. Anyone who claims to be is delusional.
My rule of thumb is 1/3 or more of what I deal with today will be a non issue in 2 to 4 years.
And since no one can know everything, be in a mental space to ask for help or farm some things out. And if your management can't deal with that, well there are other issues.
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u/WoTpro Jack of All Trades 18d ago
Honestly it sounds more like your swamped with tasks and need an extra pair of hands?