When IT Support Goes AWOL: The Malicious Compliance That Saved a Company (and Its Users)
There’s a universal truth in the world of IT: If you’re the person who built the system, you’re also the unofficial help desk, therapist, and psychic hotline for every confused user. But what happens when management decides to “streamline” support—without actually training the help desk? Well, as one retired software developer’s story from Reddit proves, chaos (and a bit of delicious malicious compliance) isn’t far behind.
Imagine building a sophisticated blueprint-tracking system, having everyone know you’re the only one who can actually explain it, and then being told to stop helping. What could possibly go wrong? Spoiler: everything.
An IT Tale as Old as Time
Our hero, u/hastings1033, spent decades in the trenches of IT—writing code, leading teams, and, most importantly, helping real humans use the systems he created. At an engineering firm, he masterminded a new way to track architectural drawings, which, as anyone who’s ever tripped over a pile of blueprints knows, is a game-changer.
The rollout was a hit, but as with every new piece of software, users needed help. Enter the company “help desk,” whose theoretical job was supporting the new tracking system. There was just one problem: the help desk had never actually learned how the system worked. Requests to train them were ignored by management, who must’ve believed tech support absorbs knowledge through osmosis.
Naturally, users bypassed the help desk and called the developer directly—a scenario as common in IT as coffee stains on keyboards. Our protagonist loved helping users, so he played along…until management caught wind and issued an ultimatum: "Direct all calls to the help desk."
Malicious Compliance: The IT Version
Now, you don’t survive an IT career for decades without learning a thing or two about picking your battles. At first, our developer hero ignored the directive, but when it became clear this wasn’t a suggestion, he complied to the letter. Every user call? “Please contact the help desk.” Every user email? “The help desk will assist you.”
And, predictably, absolutely nothing got done. Users hit a wall. The help desk, untrained and overwhelmed, couldn’t help. Productivity plummeted, and the system that was supposed to streamline everything became a bottleneck. It took just three days—three!—for management to realize their mistake.
The Sweet Taste of “I Told You So”
Management quickly reversed course, allowing our hero to help users once more. Even better, they set aside dedicated time for him to properly train the help desk. Order was restored, blueprints flowed like water, and the developer got back to his favorite task: helping real people.
There’s something deeply satisfying about this flavor of malicious compliance. It’s not about being petty; it’s about letting the inevitable consequences of bad decisions speak for themselves. Sometimes, the fastest way to teach a lesson is to let the system fail—briefly and spectacularly—so that the right fix can be put in place.
Lessons for the Rest of Us
If you’ve ever worked in IT, this story probably gave you flashbacks. If you haven’t, here are a few takeaways:
- Don’t Underestimate Tribal Knowledge: The person who built the system usually knows how to fix it—and what users actually need.
- Training Isn’t Optional: If you want your help desk to help, they need more than a FAQ sheet. Invest in their knowledge!
- Listen to Your Frontline Staff: When they say they need time or resources, it’s not just a request—it’s a survival tactic.
- Malicious Compliance Is a Last Resort: Sometimes, the only way to highlight a bad idea is to let it play out and watch what happens.
Have You Been There?
This story is a classic for a reason. Whether you’re in IT, engineering, or any field where “help desk” is really just code for “the person who actually cares,” you’ve likely lived a version of this tale. So, what’s your favorite malicious compliance moment? Did your management ever learn their lesson the hard way?
Share your stories in the comments—bonus points if they involve coffee, cables, or the phrase “Have you tried turning it off and on again?”
In the world of IT, sometimes the most effective way to get things done is to do exactly as you’re told… and let the chaos work its magic.
Original Reddit Post: Okay then, I won't help