410- Not Everything Needs a Ticket w/Tim Armstrong

You've Been Heard

Philip Howard

Tech News, Technology, Business, Management, News

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🗓️ 25 March 2026

⏱️ 41 minutes

🔗️ Recording | iTunes | RSS

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Summary

Tim Armstrong runs IT for a construction company with a team of four serving 175 staff. His take on the biggest mistake IT makes: gatekeeping support behind ticket systems instead of helping people first. Tim Armstrong is 90 days into his role as Manager of IT at PROCON, a design-build construction company in Hooksett, NH. With a four-person team serving 175 staff, he has had to build trust fast, deploy Kanban sprints from scratch, navigate shadow AI, and figure out what technology means at a company that builds buildings for a living. His philosophy: IT exists to serve, not to gatekeep. Key takeaways: Not everything requires a ticket. Help first, document later.; Deliberately undercommit on your first sprint to calibrate real velocity.; IT leaders need to know enough to have an intelligent conversation, not enough to do everything themselves.

Transcript

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0:00.0	Welcome back to you've been heard.
0:11.5	Today we've got Tim Armstrong, who's joining us for ProCon.
0:15.4	Tim, go ahead and give us a little bit of an introduction and tell us about yourself.
0:19.6	Yeah, good morning.
0:20.5	Tim Armstrong,
0:21.5	the manager of IT here at ProConn and lovely hooks at New Hampshire. We're a design build company,
0:27.0	so we take building design and the whole implementation process through the life of the implementation
0:33.0	process to building. It's pretty magnificent buildings here in New England. So I've been here for
0:38.6	just under 90 days now and it's been quite a ride so far. I come from a 15 to 20 years of
0:45.5	IT background from tinkering with the family VCR as a wee lad to now managing an IT department.
0:53.1	Cool. And you had some experience.
0:56.0	Where was the prior location at you?
0:58.1	Because you were there for like seven years.
1:00.2	Tell me a little about that experience.
1:02.3	Yeah, so I was at Digital Federal Credit Union.
1:04.2	I was the senior technical project manager there.
1:07.7	A lot of that role was bringing a lot of the new technology.
1:12.6	We were really technology focused.
1:14.5	So bringing a lot of these technology projects to life and working with teams from across New
1:19.6	England, across the country, and across the world, especially since COVID when we moved
1:24.1	to more of a remote workforce.
1:25.5	So a lot of awesome technical projects, a lot of infrastructure-based projects, and a lot
	...

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