10 years in a public sector job and I'm being penalised year after year

Pickle said:

in early 2024 the manager created a quality checking process.  However, none of us were taught in a uniform fashion.  So although the outcome to the end user was the same, I kept getting 0% (rather than showing me how she wants it done and then if I do it again I get 0%) for not following a processes I wasn't trained in.

I can give some pointers for this as i was an IT manager for support for 4 decades and specialised in best practice.

Your manager should have given detailed documentation in how to perform the quality checking process so you can refer back to it and use it to perform your job. if they are relying on word of mouth training then they are failing to provide adequate resources for something they use to measure your bonuses against, so if i was in your shoes I would ask for this and if they cannot produce it then I would volunteer to produce it for them and use the process to become a specialist, thus teaching myself in the process and preventing the same thing from happening to others.

Next I would look at the cases where I scored 0% and work out what I was doing wrong. Continual Improvement is a core part of IT job progression so this is expected. I would make the first attempts to improve using email to your manager saying that you don't understand what went wrong here and could they help me improve. Failure for them to provide this option to do so is a great base for me to raise a complaint to HR or to be part of a case of discrimination further down the line.

I used to be a specialist in fixing failing IT support teams and managers like this are a common root cause. That said, employees need to learn to take the initiative and where the rules are obscure then you need to find a way to take control and define the rules - it can be more work but this is a core part of ITIL best practice so you can use it ot help demonstrate both team spirit (ie helping others with the documentation), self improvement (by learning and applying the rules) and building the documentation base for the whole department.

If found that this gave me more of a sense of control which gave more confidence as a result, and as a side benefit i go to do more documentation which got me away from front line tasks as well.

In my experience the front line support teams are an entry point for staff into IT and a dumping ground for less capable staff from other it teams so can be a real mixed bag of characters which does not help. I would not recommend staying here if you are an autist as the managers are rarely very good from the many companies I have worked for. 

Admittedly it was companies who had problems with these teams who would call me in so this may give a skewed view.

Pickle said:

in early 2024 the manager created a quality checking process.  However, none of us were taught in a uniform fashion.  So although the outcome to the end user was the same, I kept getting 0% (rather than showing me how she wants it done and then if I do it again I get 0%) for not following a processes I wasn't trained in.

I can give some pointers for this as i was an IT manager for support for 4 decades and specialised in best practice.

Your manager should have given detailed documentation in how to perform the quality checking process so you can refer back to it and use it to perform your job. if they are relying on word of mouth training then they are failing to provide adequate resources for something they use to measure your bonuses against, so if i was in your shoes I would ask for this and if they cannot produce it then I would volunteer to produce it for them and use the process to become a specialist, thus teaching myself in the process and preventing the same thing from happening to others.

Next I would look at the cases where I scored 0% and work out what I was doing wrong. Continual Improvement is a core part of IT job progression so this is expected. I would make the first attempts to improve using email to your manager saying that you don't understand what went wrong here and could they help me improve. Failure for them to provide this option to do so is a great base for me to raise a complaint to HR or to be part of a case of discrimination further down the line.

I used to be a specialist in fixing failing IT support teams and managers like this are a common root cause. That said, employees need to learn to take the initiative and where the rules are obscure then you need to find a way to take control and define the rules - it can be more work but this is a core part of ITIL best practice so you can use it ot help demonstrate both team spirit (ie helping others with the documentation), self improvement (by learning and applying the rules) and building the documentation base for the whole department.

If found that this gave me more of a sense of control which gave more confidence as a result, and as a side benefit i go to do more documentation which got me away from front line tasks as well.

In my experience the front line support teams are an entry point for staff into IT and a dumping ground for less capable staff from other it teams so can be a real mixed bag of characters which does not help. I would not recommend staying here if you are an autist as the managers are rarely very good from the many companies I have worked for. 

Admittedly it was companies who had problems with these teams who would call me in so this may give a skewed view.