Rebuilding a department's reputation
Posted by BemusedBengal@reddit | sysadmin | View on Reddit | 95 comments
For the last decade, my "department" (really an IT division) was ruled by an egotistical, vindictive greybeard that treated smart people with condescension and dismissed legitimate concerns. He revoked their access to systems he controlled until they apologized for perceived slights and overall just terrorized the userfolk. I also blame upper management for allowing this to happen for so long, but what's done is done.
Suffice to say, no one talked to him unless they absolutely had to. Requests went to our manager and then a sanitized version was relayed to him. When I joined a few years ago, everyone started coming to me instead. He didn't like that, so he took away my admin access and started sabotaging my reputation. Based on some of the emails I'm getting now, I think he told people that I was suspended or reassigned. Of course I went to upper management about all of this, but they never did anything.
He retired a few weeks ago and I've been "in charge" ever since. I was planning to make a post here titled "Ding, dong, the greybeard's gone" but not thinking about him at all has been much more cathartic. Anyway, I expect that repairing the reputational damage will take a while, but I'm wondering if anyone has experience with this type of situation. My current strategy is to just not be a jerk and wait until people realize, but is there anything more proactive that I can do? From what I hear, a lot of people with issues aren't reaching out to me.
Flabbergasted98@reddit
how big is this organization? how big is your IT "Division"
I'd start by walking the floor or scheduling meetings. Some form of formal or informal (depending on your work environment) sit down session from people in each department. Tell them your performing a performance audit for your department. Discuss the tech involved and ask people questions like. "what do you think is running well? What do you think is not running well? Are there what are the top concerns for you in your daily work flows?"
Questions like that open the floor for people to be more forthcoming on what they'd like to see changed.
Build a list. start working on them, then go back to those people and make a point of telling them "hey that thing you said you was broken? I fixed it for you. Make sure you let me know if there's any other issues I need to take a look at."
SaansShadow@reddit
Make sure that "in charge" becomes official.
BemusedBengal@reddit (OP)
There was a company-wide email announcing me as the replacement, but my job title still has "junior". Apparently a promotion is in the works but I'm still pushing for it.
Miserygut@reddit
Doesn't sound like you've been promoted.
drye@reddit
Immediately let Mgmt know you’re not in charge until a title change has been discussed and signed. That’s some high level bs.
TangoCharliePDX@reddit
and commensurate pay.
Centimane@reddit
Woof that's rough.
From what you've described, the leadership doesn't seem very present. I wouldn't expect them to follow through on that promise. You will probably have to hold them over the fire to get anything out of them.
If all else fails, you could always revoke their access until they push that promotion through....
SaansShadow@reddit
A promotion can always be in the works until they find someone cheaper to replace it with. Never underestimate greed. I also agree with the other response. Don't let them take advantage of you. Getting the staff to support you should be fairly easy with Sir Douchbag gone.
DisastrousAd2335@reddit
Send an email introducing the 'new and improved' Helpdesk portal and put in there something to do "improving response times and project management". Might help if they know he's gone and you are making 'positive changes'.
BadSausageFactory@reddit
Why were they able to act this way for so long? What did management see as the positive here? There absolutely is one, and it probably goes back to them not spending money on stuff. I'm just assuming there wasn't a lot of spending on new equipment, unless it was for the boss.
For the part about them not talking to you, yes you've got a lot of shadow IT and hidden processes thanks to the asshole. You need to figure out who the shadow admins are and go talk to them and get them on your side.
Looking at what you've said, I'm suggesting that you need to be careful promising users change until you find out why the greybeard was all about status quo. It might be that's how management likes it.
When you say 'in charge' do you mean you got the keys off the body? Or that management said it? Huge difference. If they haven't told you to take over then I would fall back on the mantra of IT:
Fuck you, pay me.
best of luck sir
BemusedBengal@reddit (OP)
It's not a good reason, but I think they were scared of him refusing to hand things over. He didn't share his list of server passwords with anyone else and he didn't document anything. He only gave up the passwords an hour before his retirement party.
I was explicitly hired to replace him after he announced his eventual plan to retire. Once he officially retired, upper management sent out a company-wide email saying that I was taking over his role.
vogelke@reddit
Was it in writing? If not, it's not worth the oxygen they burned saying it.
BemusedBengal@reddit (OP)
No, but it's going to happen. I'm being patient for the sake of office politics, but I have a lot of leverage that I haven't used yet.
BadSausageFactory@reddit
Office politics has nothing to do with them not paying you. They have all that money they aren't giving to the greybeard.
Step 1: change the passwords and refuse to share them with anyone. Do this now before upper mgmt all demand their own admin accounts. Greybeard has been cockblocking them for years as part of salary negotiations, I'm guessing.
BemusedBengal@reddit (OP)
I appreciate the feedback, but I respectfully disagree. Even if I hand over everything (which I would), so many things are still undocumented and so many critical servers are on the verge of breaking that there would be months of chaos if I left now.
BadSausageFactory@reddit
That's the spirit! It could be months before you get all that sorted out. Giving them passwords won't matter if they don't know where to type it.
All kidding aside, you see what I'm saying. They let the situation go for a long time with an unhappy admin. Don't let them promote you to unhappy.
LeadershipSweet8883@reddit
Sometimes people like this are allowed to exist because they aren't worth crossing. They carefully control the narrative given to management and retaliate against anyone who speaks up.
223454@reddit
This needs to be the top comment.
Unable-Entrance3110@reddit
People will notice the difference. Trust me.
Bad_Idea_Hat@reddit
I just want to warn you, I had to step in to replace something like this. The person I took over for was widely known as an asshole. The difference being, that he was still technically part of the org, just bumped up a spot.
For the vast majority of people, just doing good customer service will do the trick. Until they get used to you, they're going to view you as a rock star, and not in the way that a job posting means. Some people, though, will both absolutely trash your predecessor out one side of their mouth, while out the other side of their mouth continue to ask for them by name when they need help. Throw these people under the "you can't please everyone" rule, and just do what you can.
Cool-Calligrapher-96@reddit
Bringing a change of culture and providing guidance on how to log calls and make requests will do this. Setup a routine meetings with service heads to review issues. You don't need to chase it just do it.
topher358@reddit
First of all, congrats! Might be time to walk around the floor and get some facetime
BemusedBengal@reddit (OP)
Thanks! I'm not very extroverted but I'm friendly to the people I see around.
Kathryn_Cadbury@reddit
You might also want to send something out and put it to the floor to ask for any recommendations/changes the user base might like to see (and ensure you put your name at the bottom for all to see).
That way they get to find out that the lines of communication are now open and listening, and that there has been a change of command, and you don't necessarily have to meet people face to face as much..
_AngryBadger_@reddit
You don't have be extroverted, a lot of people find tech interesting. I see dozens of clients a week, just be friendly and mention a cool thing you saw happening in the industry or something relevant to them. Before you know it you'll be the cool IT guy.
rire0001@reddit
OMG - TELL everyone that. Perfect opportunity to embrace everyone's inner introvert. You don't even need a more coherent message other than that.
Evening_Plan_2302@reddit
A smile and good morning goes a long way in my experience
theHonkiforium@reddit
Most of the people you work with are probably not extroverts either. :)
fnordonk@reddit
Face time to work on your relationships. The email should be about what you're going to change to make a better environment. I wouldn't put anything about the previous guy in the email.
fresh-dork@reddit
ah yes, the microsoft rule. Their commercials never did talk about the competition, as if it wasn't even there, only about what they offered. worked a treat
Valdaraak@reddit
I tell everyone on my team to be visible. Go to their desk about their issue, call them, take a lap around the office (all within reason, of course). Don't just be a person at a desk talking through email.
It's amazing what just having people see and interact with you personally will do for relationships and views on the department.
Dwonathon@reddit
And back in the day when I was just a user, I always hated when the IT guy would wanna come to my desk instead of just remoting in real quick and doing the needful.
HotTakes4HotCakes@reddit
I had a situation kind of like OPs where I came into an IT department full of perpetual desk sitters. They absolutely refused to go do anything in person if it could be helped.
I didn't do that. I enjoyed making the rounds and going to someone's desk if they had an issue. Instantly I'm the office's favorite IT person. And the other guys didn't take kindly to that. They didn't like that people would request me by name sometimes, or send back praise to my supervisor for how much I helped them.
Bogus1989@reddit
eww yuck, sounds like a rotten team. glad you knew you werent the problem there.
pinkycatcher@reddit
Easy solution, reply with a "Thanks, we'll get right on this" and copy your ticketing system e-mail
Valdaraak@reddit
Yea, that's been my experience as well. Back when I worked at an MSP, I was the "requested by name" person and in high demand at the bigger clients. All because when I had to go on site, I met people, I talked to people, commiserated, casual conversation and all. If I knew there was a new exec or higher-level person, I'd go out of my way to introduce myself (if possible).
And when you have that friendly relationship with people, their issues often become less transactional and more "hey, can you take a look at this when you have time?"
ZAFJB@reddit
Run.
Management has already demonstrated that they don't have your back.
brintha_lynxtrac@reddit
You’re on the right track, but “just not being a jerk” usually isn’t enough to undo that kind of damage.
From the user side, people have basically been trained that interacting with IT = risk. That doesn’t disappear just because the person is gone.
What helped in a similar situation for us:
* proactively reaching out to teams instead of waiting for tickets
* short “hey, anything annoying we can fix?” conversations
* actually following through quickly on small issues
The small wins matter a lot early on. Once people see that:
they won’t get burned for asking
things actually improve
word spreads pretty fast.
It’s less about big changes and more about rebuilding trust one interaction at a time.
vermyx@reddit
SecludedExtrovert@reddit
All of this. Great points.
IWantToPostBut@reddit
If you have a support ticket system, see if it can send out a client satisfaction survey on every ticket closure. Any surveys that come back poor, reach out to the client and ask them how you can do better next time. For the outstanding scores, send the user a personal email or telephone call thanking them for that.
It should also be noted that numerical scores are confusing: is a "1" the number one top performer, or is it a 1 out of 5 stars? Better is to use grades and have the survey clearly say, "A for outstanding performance, F for failure to solve the problem".
If you start getting too many C grades or lower, talk to your boss about what you need to make your users whole. (Don't do like my employer and stop sending out surveys). If an influx of tickets comes in because the BOFH was scaring them away, you might want to make a template or macro that lets the new ticket creator know that you are currently working on 121 tickets ahead of them, and as soon as you can come up for air, you'll be working on theirs. Or ask the boss to assign an Office Assistant to do those emails for you, at least until the deluge subsides.
bilingual-german@reddit
Maybe change the title to: "What do we want to do in 2026" or something similar.
Hashrunr@reddit
Start talking to department heads and build relations. Ask what difficulties they're facing with technology. Take notes. Don't commit to anything immediately, but communicate you're there to improve the technology direction within the company. Once you have notes and relations, start creating a plan, and then communicate that plan. If you build relations with departments and they're on-board, you will have an easier time getting budget for your plans.
techydork@reddit
When I took over from someone with a similar attitude and reputation I made it a point to put in more face time with as many users as possible. I try to teach my team that it’s good to get away from the desk and have that face to face time with those we support.
It really helped rebuild the department’s reputation, and let everyone know to not be afraid to come ask for help.
TheArcticFox1337@reddit
TLDR: Be a decent human being, and think about what you'd want if you were the user/requester.
As someone who dealt with a similar situation 3yrs ago talking about how I was going to make the environment better helped with leadership. Though my predecessor wasn't quite as bad as yours sounds to be and the area I was in was Citrix not Linux, it helped. What helped the most with users was just listening to their problem while on a teams call or in person and then helping them get it resolved whether it was my problem or not. Taking the time to get them pointed in the right direction and connected to the right help very rapidly improved the overall impression of our team. I make sure that all of my team members do this as well. It took some time,l don't get me wrong, but in the last 12 months I have gotten more compliments about the team than the team got every year combined with my predecessor. People actively seek us out to see if we can help their project or application. We have better connections with the business often getting requests and planing 2 weeks in advance, ticket counts are under 20 for an environment supporting over 2000 concurrent users, and senior leadership trusts us to get the job done.
theoriginalharbinger@reddit
Quick hitters:
1) Don't talk negatively of the prior leadership. Doing so will give the impression of others of negativity. He also probably had at least a few friends. Life is just easier when bygones are bygones
2) Email the department heads. Ask for their top 3 concerns. They're there to represent their people, so no need to spam out surveys to people who likely won't respond.
3) When you've got the top 3 concerns, prioritize them. Find something easy to solve, and then solve it. This will have the effect of proving you can actually back up what you're saying. One dumb-shit issue I encountered early on when I took over (briefly) a support team (the executives and directors all got fired in a well-earned moment of frustration by our COO) was that each "problem code" mapped to a distro list, some of which were not monitored and many of which had no SLA's or whose monitoring list mapped to people that worked odd hours; as a result, end-users would try to follow a process (file a ticket) and then it would go into a blackhole. Simply implementing a triage process (every ticket got triaged within an hour of when it got submitted) made end-users happy; they could see that when they filed a ticket, it got assigned to somebody within an hour.
4) Never underestimate the power of baking cookies and having facetime. Set office hours accompanied by coffee and pastries and you'll hear how people are feeling.
Shanix@reddit
Literally built up my and my team's reputation to the moon doing exactly this. Just being a nice person gets you 80% of the way there, and some well-placed bribes seal the deal.
ThisIsMyITWorkReddit@reddit
"Never underestimate the power of baking cookies and having facetime. Set office hours accompanied by coffee and pastries and you'll hear how people are feeling."
Thats why there's a word for it in Sweden, is called 'fika'.
poweradmincom@reddit
Fika is the greatest thing in the world. I wish it was imported everywhere.
naiohme@reddit
Do what Jen did on her first day
TeensyTinyPanda@reddit
Change comes from the top, and this includes how people perceive IT. If people see that the VPs and Presidents of the company are bringing in IT, they will start to change their minds. Someone else suggested walking the floor, and that's a good idea. Set up meetings with high level stakeholders with the express intent of hearing from them about their pain points. Make sure your team follows through on addressing those pain points. And see if you can set up regular, monthly/quarterly meetings with those stakeholders "just to touch base."
BemusedBengal@reddit (OP)
That was definitely my plan (and it still is once I have time), but I've found so many systems that are on the verge of collapse. I've responded to the few improvement requests I've gotten with "that's definitely on my to-do list, I'll let you know when I have time to work on it", but I think it would look weird to solicit requests that I can't work on right now.
TeensyTinyPanda@reddit
I dunno. Most people at that level understand that there are priorities that have to be taken, but it's still nice to be heard. The worst thing is when they have no idea who to even talk to about things.
Solkre@reddit
More like, under new management.
ITGuyThrow07@reddit
Just don't be him. Treat everyone fairly and respectfully. People will put the pieces together and catch on quickly.
I guess try to take the high road, but personally, I would never have a problem vaguely throwing him under the bus.
"Hey, OtherGuy said you were suspended?" "Well if that happened, no one told me! I'm not sure why he said that."
BemusedBengal@reddit (OP)
I wish it was that explicit, but it's more like "glad to hear you're back on board!"
ComeSwirlWithMe@reddit
Mass email..
"Dear users,
The tyrant is gone. I apologize for the years of ridiculousness.
-Bob in IT"
simAlity@reddit
From your post, I get the very strong impression that you work for a government agency, so I am going to work off of that assumption.
My recommendation is that you be very open about what you are doing right now. Don't wait for people to figure out that things have changed. That will take years. Show them things have changed. Talk about how things have changed. Be the change.
Is the fleet out of date? Start a refresh. How about your phones? Start a refresh on those.
Companies/agencies that have been treated as badly as you describe generally have a large backlog of things that need to be done. Get to it and be very visible about it.
Next you will want to figure out what people aren't talking about. Agencies that have been treated like this often develop their own shadow IT. Its important to find the shadow IT and integrate it where possible. Pardon all violations. You are Switzerland. Not HR.
Have fun
BemusedBengal@reddit (OP)
That's definitely been my experience so far. Actually what prompted my original post was a user asking about some unexplained data corruption, which led me to discover that tens of users have been having the same issue for at least several months (if not longer). I took over several weeks ago and this was literally the first time anyone told me about it.
pockypimp@reddit
That's what I experienced at my current job. The guy I replaced was not a very good people person and not a very good tech. So just being a normal helpful person works wonders. I actually had a user ask me what happened to the other guy and when I said he transferred she shouted "Hallelujah!".
ProfessionalEven296@reddit
Do “management by walking around” - don’t hide behind the ticket system, but do insist on its use so that everything is prioritized.
Identify the department heads, and schedule regular one-on-ones with them, so you can understand their pain points. Hit the low hanging fruit quickly.
Build a team. You need people to support you. If you don’t have them, talk to the board. If you have the wrong people, move them to a position which is a better fit for them.
Also… read The Phoenix Project. I recommend it to anyone in it management.
BemusedBengal@reddit (OP)
Thanks for the advice! I might have given the wrong impression in my post, however. He was the sole person responsible for a particular type of infrastructure with no one under him (except me), and now I'm the sole person responsible for it with no one under me.
ProfessionalEven296@reddit
If it’s just you, you need backup - a bus factor of one isn’t sustainable.
goingslowfast@reddit
The key is to talk to people. Their needs have been unmet for quite some time, if you show an interest in their business and a willingness to learn about their problems it'll go a long way.
Talk about how everyone has the same mission (whether that's make money, provide a service, grow customers) and you see IT's role in ensuring that they everyone is able to accomplish that.
Be an example for your team that you don't see cost centres or silos, you're there as a corporate wide resource.
CeC-P@reddit
I would never ever ever ever ever work for a company that allowed that. Your management personnel are unacceptable. If I worked in an environment like that, I'd have either left or sabatogued him 10x harder. Like him getting a visit from the feds harder. I cannot and will not tolerate people like that.
Anyway, you can't fix that quickly unless you actually write a "read between the lines" carefully worded email saying his way of running things is different than yours and the IT dept's policy on language and treatment or workers in changing abruptly.
Otherwise you're going to see issues for 5+ years.
aguynamedbrand@reddit
Why is the color of his beard relevant?
Khue@reddit
What's your help desk like? Usually some TLC to the help desk does wonders if it's largely been neglected. Doing things to help streamline and shorten time to resolution for end users and recording and reporting metrics to managers (especially when you can show improvements in service) are great and pretty easy to accomplish.
ScoutTech@reddit
As others have said, getting out and about will be useful. But your mantra will need to be "that is in the past we are moving forward" or such things. You will get lots of comments like, but it's always been like X so we don't do Y, or nothing changes so why bother. As you have already realised, don't dwell on the past, don't get into bitching sessions about the old guy. Acknowledge that things weren't the best but that is in the past. Move forward and people will have no choice to go with you.
You have to prove that there has been change, and, twee as it sounds, you have to be the change you want, embody it. This is not only for the organisation but for your team, to show them that it is a different landscape and that they need to adapt.
It's going to be a bumpy journey, good luck and have fun with it :)
ManLikeMeee@reddit
I'm in a similar boat.
I'm undergoing huge transformation across the business in terms of IT & Digital.
But the reputation is piss poor.
However, what helps is, find the loudest voices and win them over by giving them what they need/ask for.
Do that and you get known.
So far I'm doing it and it's working and my name is getting around.
St0nywall@reddit
I've done damage control like what you're doing almost every time I start at a company.
I get PTSD from the mere mention of the word "silo".
Anyways, something that does help is be proactive. Take a few hours or even days and dedicate the necessary time for department/site visits.
Use this time to talk one on one with the staff and especially the managers. Get their concerns noted, acknowledged and if possible while you're there, resolved.
Let them know you have heard what they said and will take it back to work on.
There's lots of other lessons learned that can help, but most are tailored to your business and the people running it.
Good luck!
BoltActionRifleman@reddit
Have a quick meeting with the supervisors of the affected employees and let them know the tone has changed, and you’re open to listening. Don’t give them the green light on everything, because they’ll quickly overwhelm you with the backlog, just let them know you’re here and are approachable.
LeadershipSweet8883@reddit
Just went through something similar with a change in my management.
The first step is probably your own team. Undoubtedly there are a lot of internal processes and ways of doing work that were developed to manage the manager instead of in ways that are actually useful. When your team feels comfortable, they will help untangle the mess. Do make sure they understand that they are allowed to voice concerns, reach out to other teams and to provide feedback.
karmacop81@reddit
The key thing is to make sure you 'bring folk with you' when you impliment new technolgies or practices. Instead of dictating something must happen, explain why and the benefits it will have to the company and them as individual staff members. People like to feel included. Its been my key way of working ever since ive been in managment-type roles. That said, dont get caught in the trap of pandering to every random users whim or silly ask, that way madness lies. You have to stay firm on some things.
I guess just be respectful to people and eventually the majority will come to respect you (there are always ass-holes who will never be happy so just do your best with them).
knifebork@reddit
Yes. While showing / discussing new things, get people's comments. Try to keep it fairly informal so they don't get into stuff corporate meeting-mode. Actually USE some of the suggestions. This shows you were listening instead of going through motions. Finally, when appropriate, give credit to the people who gave significant suggestions. That says "Hey, we're all on the same team!"
UBlaster@reddit
Most important: Do NOT shittalk about beardy to the end users. They'll figure it out on their own and you'll be a saint for not sinking to beardy's level.
cubic_sq@reddit
Do the korean air thing and never say no. Either yes, or a negotiation with the user / dept until its a yes.
discgman@reddit
Not all greybeards are aholes, just the narcissistic ones who relish in little power given to them. Teaching the new generation is something I enjoy.
OldschoolSysadmin@reddit
The BOFH is a warning, not a role model.
star_folder@reddit
I experienced something similar to this a while back. Not quite the same but certainly had some issues to deal with when management changed. Previous IT manager was very difficult to deal with and created fights where there didn't need to be any.
The biggest thing I did that has changed this culture was physically communicating with those who were wronged. If this old greybeard was unavailable, make yourself available. Maybe weekly go around and check with the other management, the department, whoever was most affected by him. Eventually try to spread out to as much of your company as you can. Size is obviously an issue, smaller firm you could talk to everyone all at once. Bigger firms would take more time. I would try to make a point to say hey to as many people as possible starting with management and working your way down. They need to know that not only is there a new manager, but he's reasonable.
Target the super users. Befriend them. It's WAY easier to have a conversation than start a fight cause you don't like what they are doing. We had one particular user who would push boundaries all the time, antagonistic against the previous management. It got bad. Once the responsibilities fell to my shoulders, I started to work with this fella. We discuss changes in technology, how it can be used, what he can do, what he can't. Now when there's some new tech he wants to try out, he comes and talks with me about it before just blazing ahead on his own. He also respects my decision when I tell him something is no good or that this piece of software won't be allowed at the firm.
Show you're human, no need to directly acknowledge the previous guy. Show you're willing to do the work you are now responsible for and make amends where needed.
Fit_Indication_2529@reddit
I would recommend communications to the people that are your customers. Example: "Hi everyone,
As many of you know, there’s been a leadership change in the IT division, and I’ve stepped into that role over the past few weeks. I’m aware that past interactions with our team may not have always been easy or productive. I’m not here to rehash any of that—but I do want to be clear that going forward, my goal is to make IT a reliable, professional partner to the business.
Here’s what you can expect from me and the team:
If you’ve had issues in the past and chose not to engage with IT because of those experiences, I understand. I’d encourage you to give us another try. My door is open, and I’m actively working to rebuild trust and improve how we operate.
At the same time, I want to be transparent that accountability will go both ways. We’ll do our part to be responsive and professional, and I’ll expect the same in return so we can move forward productively together.
If you have open issues, concerns, or just want to reset the relationship, feel free to reach out directly."
BrainWaveCC@reddit
Congrats.
You don't need to do anything from a propaganda/marketing standpoint to correct this.
Just help the people that are willing to come to you for help with professionalism and dignity, and word will absolutely get around.
You can also build relationships with your peers.
Great. That's all you need to do.
Well, maybe one other thing: if your company is one that has quarterly or annual get-togethers, make sure you attend those, and spend a little bit of time going between each of the groups and saying "hi" for a few minutes.
That will do a lot to change perceptions without you trying to change them more forcefully.
pointlessone@reddit
Send a survey out to the org:
"With the recent leadership change in IT, we're looking to improve our services to [org name]. Please complete the following survey so we can find pain points and areas of focus over the next [time period]."
Then include reference questions that can be reused to determine growth and progress to the overall health goals you'd like the department to meet.
theabnormalone@reddit
I've done this and it's a great way to get to know your users again.
Make it anonymous, and make sure it focuses on THEIR needs. Top tip: a free text question at the end called the Rant Box works absolute wonders.
mvbighead@reddit
This is a great approach. Leaves out direct mention of the prior guy being a jerk, and focuses on your new position and willingness to move the team forward.
Now, only thing I would add is to be careful overtime to not take on too much or allow too much. A certain amount of borders are necessary to keep things controlled appropriately. But I like this approach.
s_schadenfreude@reddit
As others have said, get ample face time with users and send out a satisfaction survey. Get feedback and pain points, and then address the most urgent issues. It'll take time, but you'll build back departmental reputation in no time.
techie1980@reddit
Been there in a few versions.
1) It's going to take a while. Like years.
2) Set meetings with regular customers (like department reps,etc) and explain that you want to make things better. Stick to the high road. This is your opportunity to make positive changes. Until you can have a positive, self-sustaining relationship with each major customer you should consider scheduling a regular interlock. This helps to drive home that you're not all talk.
3) Be very transparent. The worst sysadmins I've worked with have been the people who kept everyone in the dark. It not only sabotages trust in all directions, it also creates a vacuum where false information comes in.
4) Begin working to either solidify your own position politically or figure out a plan to leverage the new title to get a job at a better company. The reason I say this is where your management allowed the kind of unprofessional behavior in the first place. Corporate culture is top-down. They encouraged this kind of thing, and you're not going to change the world by being naive and refusing to play the game.
HooliganS3@reddit
Take the high road, go out of your way to be transparent in all coms, ensure MTTR is visibly reduced, and be personable and approachable.
Your actions will announce loud and clear the “dark times” have ended without ever having to point it out.
dcg1k@reddit
\^ This 100%
Draeonix@reddit
Well. Calling someone a greybeard seems discriminatory out of the gate since I feel you're making age a reason for their attitude, so maybe don't start with that to begin your reputation rebuild....
karmacop81@reddit
I disagree, I am considered a grey beard by some of our younger staff but its generally a term used a sign of respect (my beard is also turning a bit grey so..) :)
ExtraordinaryKaylee@reddit
Definitely not the "greybeard" line. It has a very different meaning outside of the IT community, and comes across purely as ageism.
Face time, direct and friendly questions on what things people would like to be different as the org moves forward, areas for improvement in services, etc.
The easy things, just do. The hard things, talk about what you're doing to get there. Communicate. Show the difference, otherwise people will believe nothing changed.
MavZA@reddit
Make sure you get the title to match responsibilities and expectations and then make sure you are approachable and friendly etc. also learn to read the room as well, quite a valuable skill to make sure your responses match the context.
degantyll@reddit
Many good recommendations, but I’d also suggest you do some walking around the areas, let people see you, talk to them. People are not stupid, they either know he was the bad apple or they will realize soon enough when they see how different things are.
randalzy@reddit
we had a similar situation and basically "not being a jerk" was a huge part of the recovery. The only email sent was a very formal notice to everyone to say "this person doesn't belong to the organization anymore so in the unlikely chance that he makes any contact for company-related stuff or tries some undesired contact, do not engage and tell us".
Then it's basically lots of "well, you know", roll eyes, "I'm glad to not be screamed" etc and talk to people normally, also review systems and having meetings about "what we could do to help/improve?" and to locate friction points that could be easily solved.
Azadom@reddit
Maybe r/ITManagers or r/managers might have more insight?