[daper]

I had brief experience managing such IT team after which I've gained big respect for them. I've never seen such low budget to amount of work ratio in my IT career. Everybody expects them to fix the "trivial" problems immediately but reality in my case was:

- 2 "IT guys" for > 500 headcount company - If you look at IT guy instant messaging app you will see many unread notifications all the time. Without tickets it's impossible to properly prioritize and divide work. "Tickets" for everything" was one of my first change. - They are responsible for the broadest set of technologies / vendors I've ever seen. That includes: networking (including cabling, switched, wireless routing, VPN, firewalls), laptops, office apps, conferencing hardware (and software), IT security, accounting and warehouse software (including their MS SQL databases,) windows servers, virtualization, managing email accounts and maaaany more. - without tickets they can't show real amount of work they are doing so justifying adjustment budget and staffing for the need is a big challenge. On the other hand everybody expects to fix trivial problems without forms (so most of their work!). - Upper management don't perceive the as value but only as a cost - trivial problems could be fixed faster but that would require supplies for spare parts. This is bigger than you may think: few generations of laptops in use, office hardware, spare monitors, docking stations etc. That require office space for a small "warehouse" which is not free. How to justify this need considering the previous points? - many people fix "trivial problems" themselves: replacing cable, "borrowing" cable/mouse/monitor from a different desks. That creates more work for the IT guys: more issues because of incomplete office hardware.