Most Technical Knowledge
So the other day we’ve had an issue at one of our sites where PCs were becoming unresponsive and it was spreading throughout every OU. The issue began to spread and the IT Site Lead(Supervisor) reached out to me because he was stuck as he couldn’t resolve the issue and a lot of my suggestions weren’t working either. So at this point I tag all the way in when I find time to troubleshoot the issue. It took me about a week to figure it out as I kept having to stop for meetings, tasks, and other escalations. Anyway I had my one on one with the IT Director (who I directly report to) and explained to him about the escalation that I prevented from reaching his desk and how I fixed the issue. My teams is Tier 1 Desktop Support (supposed to be entry level IT as the VP of IT keeps reminding me) and weren’t as advanced in the troubleshooting that I conducted as I used to be a System Engineer for this same company before taking the Regional Manager role. He was kind of upset about the fact I resolved the issue and stated that’s something your team should handle.
But question is dang is it wrong that I’m the most experienced and knowledgeable on my team as the manager? I’ve been with this company for 8 years and moved from Desktop Support all the way to System Engineer to now Regional Manager. And like I said they keep saying my team is “supposed” to be entry level, what am I supposed to do when the other teams (Sysad etc) are either too busy or playing the that’s not my problem game. I try my best to coach and train my team up but you don’t know what you don’t know.
Thoughts or comments?