Quote:
Originally Posted by Peter_
Again not all managers know what his team know because they have been employed as managers not first line agents and they rely on the agents knowledge.
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This has, to some extent, happened where I work. Our manager started off as a tech support person, so has some knowledge of PCs and tech support. However, the deparment has grown, and with it, the range of devices we support and the services we offer. Even his core area of expertise, the PC, has changed nearly beyond all recognition since he was doing front line (or even 2nd line) support.