The hero mentality can seem admirable at first glance—after all, who doesn’t want a team that goes above and beyond to help? Unfortunately, in your IT service provider, this mindset can often do more harm than good. A healthy balance of problem-solving is important, so let’s break down where the line gets blurry.
What Is the “Hero Mentality” of IT Providers?
The hero mentality describes an IT provider who frequently steps in to “save the day,” relying on their expertise and dedication to solve pressing business problems. While this might seem admirable at first, it often comes at a cost. Providers with this mindset tend to focus on reactive problem-solving rather than building sustainable, proactive systems.
This approach often involves working tirelessly to resolve issues without creating clear processes, leaving your business unaware of the tools or systems supporting its IT environment. The result? A dependency on the IT provider, limited transparency, and a lack of control over your own IT. You need a successful IT provider that prioritizes your relationship, instead.
5 Dangers of This Mentality
As tempting as it may be to find a provider with a hero mentality when dealing with urgent tech issues, there are several dangers to consider in the long run.
1. Failing to Equip Clients with Self-Help Knowledge
When an IT service provider takes on the role of sole “hero”, they won’t provide you with the necessary knowledge and tools to troubleshoot basic issues yourself. If they don’t give you the opportunity to learn, you’ll become completely reliant on your IT provider for even minor tech issues.
2. Poor Communication Practices
IT service providers who mainly focus on quick solutions may not communicate with you effectively, or at all. They may make decisions without discussing potential solutions with you or keeping you updated on the progress of an issue. This lack of communication can lead to confusion, frustration, and delays in resolving the issue.
For example, IT providers with a hero mindset might prioritize fixing repeated server crashes without investigating the root cause. This could translate to ongoing phishing attacks and no way of knowing that your company needs to implement employee training or email filtering solutions.
The IT provider solves the immediate issue, yes, but fails to address the underlying problems.
3. Burnout from Lack of Delegation
Outsourcing IT can also lead to burnout for your own internal IT team. When you rely solely on external providers, your internal team may feel like their skills and expertise are not valued or utilized. They may become disengaged and demotivated, leading to high turnover rates and a loss of institutional knowledge.
4. Discouraging a Willingness to Learn
If your organization relies solely on your IT service provider, it may discourage your internal team from learning new skills and keeping up with industry trends. They may feel that their role is no longer relevant or necessary, leading to a lack of motivation to continue learning and adapting.
5. Creating Problems Intentionally to Solve Them
In rare cases, IT service providers may intentionally create problems or delays to make themselves appear more valuable. This can lead to a cycle of dependency, where your organization relies heavily on its provider and is unable to function without them.
How to Check If Your IT Provider Has This Red Flag
So, how can you ensure your provider doesn’t have this problem? Check if your IT provider is known for the following:
- Provides security awareness training
- Maintains a reliable communication system
- Ensures easy access to expert knowledge
If your provider is not proactive in these areas, it may be a sign that they are more interested in maintaining control and dependence rather than truly helping your organization.
Prioritize Support That Educates and Empowers
At Helixstorm, we prioritize helping our clients actually grow. We believe that by educating our clients on best practices and empowering them with knowledge and resources, we can create a strong partnership built on trust and collaboration. Choose Helixstorm for support that goes above and beyond.
