From Helpdesk to IT Director: 8 Lessons They Don’t Teach You

I started my tech career the way a lot of people do: answering phones and resetting passwords. Help Desk isn’t glamorous, but it’s where I learned the basics. And it’s where I started to understand the people behind the problems. Eight years later, I’m a Director overseeing software developers, network engineers, and operations teams across the country.

I didn’t go to college. I didn’t have a blueprint. I just had a kid, a job, and a reason to level up.

No one handed me a manual. But I learned. And these are the lessons I wish someone had taught me along the way.

1. Your Soft Skills Will Open More Doors Than Your Tech Skills

Yes, knowing your stuff matters. But being able to communicate clearly, listen well, and collaborate across teams? That’s what makes you stand out. Most people at the Help Desk focus on fixing problems. The ones who move up are the ones who can explain why the problem happened, how to prevent it, and get buy-in from others to implement change.

People remember how you make them feel. Even in tech.

2. Your Job is Bigger Than Your Job Description, Especially in IT Helpdesk

Want to grow? Start solving problems that aren’t technically your responsibility. That doesn’t mean burning yourself out or doing other people’s jobs for them. It means paying attention. Spot the gaps. Offer help. Be the person others trust when things get messy.

I became a go-to person not because I had all the answers, but because I was willing to jump in and figure it out.

Board Room

3. Not Every Promotion is Worth It

The first time I was offered a management role, I almost said yes just for the title. But the team was chaotic, the support was minimal, and the expectations were unrealistic. I said no. And I’m glad I did.

You don’t have to say yes to every step up. Promotions should come with purpose, not just pressure. Make sure the role aligns with your goals, your lifestyle, and your values.

4. Feedback is a Gift (Even When It Hurts)

Early on, I took criticism personally. I thought every note meant I was failing in the IT Helpdesk. But I learned that feedback is a mirror. Sometimes it shows you blind spots. Sometimes it confirms what you already suspected. Either way, it helps you grow.

The trick is to separate your identity from your output. You can be good at your job and have room to improve. The best leaders I know ask for feedback constantly. And they take it seriously.

Leadership is More About Trust Than Control

5. Leadership is More About Trust Than Control

When I first became a manager, I thought I needed to know everything and keep everything tight. I micromanaged without realizing it. I didn’t trust my team enough, and I burned myself out.

Real leadership isn’t about controlling people. It’s about trusting them, supporting them, and creating an environment where they can thrive. That means stepping back. It means delegating with clarity. And it means letting people do things differently than you would.

6. The Higher You Go, the Less You Actually Touch the Tech

This one hit hard. I love tech. But the further I moved up, the more I found myself in meetings, strategy sessions, and people management conversations. At first, I missed the hands-on work. I still do sometimes.

But my job now is about scaling impact. About creating space for others to do their best work. That means I have to let go of doing everything myself and start focusing on coaching, connecting, and aligning.

If you want to stay close to the tech, that’s okay. Not everyone wants or needs to go the leadership route. But if you do? Be ready to shift your focus.

7. You Have to Advocate for Yourself

For a long time, I assumed that if I worked hard, someone would notice. That my results would speak for themselves. And sometimes they did. But often, they didn’t.

The people who get promoted aren’t always the ones doing the best work. They’re the ones who make their work visible.That doesn’t mean bragging or politicking. It means sharing wins, communicating value, and being vocal about your goals.

I had to learn how to tell my story without downplaying it. You should too.

8. You Can Be Successful Without Losing Yourself

This is the lesson I’m still learning. In tech, it's easy to tie your worth to your title, your salary, or your output. Especially if you came from a background like mine — young parent, no degree, grinding from the bottom.

But none of those things define you.

You can be driven and still rest. You can lead and still ask for help. You can grow your career without becoming someone you don’t recognize. Success isn’t about becoming a different person. It’s about becoming more of who you really are.

I’m proud of where I am today. Not because of the title, but because of what it represents: growth, resilience, evolution. I didn’t have a roadmap. I built one step by step.

And if you're on that same path — starting at the bottom, wondering if it's possible to climb up and still stay grounded — hear this:

It is.

Just don’t expect anyone to hand you the guidebook. Write your own.