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Summary
Tech is often easier than people, which is why many admins treat support conversations as the hard part of the job. Landon Miles makes the point that listening, empathizing, and communicating clearly belong in your IT toolkit alongside technical skill, and that pairing the two is what prevents burnout. He builds day-to-day work with frustrated end users around three service frameworks: ITIL for fast service restoration, the NIST Cybersecurity Framework for managing risk, and SRE for minimizing toil. He also borrows Brene Brown's ideas on vulnerability and trust from Dare to Lead to show how clear communication and follow-through build credibility over time.
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