I've been feeling under the weather lately, and with the flu making its rounds among coworkers, I've been thinking about something.
What happens when someone your IT department depends on unexpectedly calls out sick?
As a supervisor, should I call or text them because I need help? Should I expect them to answer an email? And if they don't respond, should I be frustrated?
Some people answer every call, text, or email, even when they're sick. Others disconnect completely.
I've had to remind myself that not everyone is me, and I'm not them. Just because I choose to make myself available doesn't mean I should expect everyone else to.
But here's where I think IT leadership has a responsibility.
Can I pick up where someone left off without calling them?
Can I open a ticket and see what repairs have been attempted? What projects are underway? What promises were made? Who's waiting on an answer? What's been completed, and what still needs attention?
Or am I spending the first two hours investigating work that's already been done, potentially repeating the same mistakes, just to figure out where to begin?
That's why ticketing, documentation, and communication matter.
A ticket isn't just a record that someone asked for help. It's a record of the work, decisions, commitments, and progress made along the way.
If I have to interrupt your sick day to understand what you've been working on, perhaps our process failed before you ever called out.
As leaders, we should be able to provide coverage without duplicating effort, losing progress, or making employees feel guilty for being unavailable.
And employees should understand that documenting their work isn't just about accountability. It's about making sure someone else can carry it forward when life happens.
Because a healthy IT department shouldn't depend on everyone being healthy.
So, can your IT department survive a cold?