Continuous improvement

I am going to be honest, I despise working with tier 1, help desk or support staff. It's not the staff; the people for the most part are trying to do their best to help solve problems. My contempt is for their leadership and/or managers who in my opinion, don't seem to care about the user experience or people who use their product or service. This might seem a bit harsh or even hypocritical considering I've managed support teams, and I often work with support teams who manage intake for the platforms or teams I've managed. Actually my first role was as a junior web developer at a small technology firm where I was the main support engineer for about 100 websites. I handled client communication and executed on the work (i.e.