I work in SMB IT support. Whole industry seems to have gone to shit in the last 10 years. Companies are now run by non-technical people that have no idea about the service they are selling, basically like mini Sercos / Carillion etc, just trying to extract as much cash as possible. Everything is about getting calls closed no matter if something is properly fixed or not, nobody is bothered about quality of work anymore. The desperation to get as many clients as possible has led to everyone trying to offer 24/7/365 support instead of 9-5 but without the staff to cover it.
Pay is stagnent (worked out recently if pay had increased just by inflation since 2010 I'd be on £12K a year more than I am) and there's regular staff cuts with the extra work dumped on those left as 'you're lucky to haver a job'. Was always a Monday - Friday, 9-5 job. Now I start at 8am at the latest and a 6pm finish (with no breaks in the day) would be an exceptionally short day, not good when you don't get overtime as its just an expected part of the job. And then when you're not at work there's texts and calls from people who don't know what they're doing.
Its ridiculous, since 2010 pay rises have become virtually non existent. bonuses have stopped, all benefits have gradually dropped away, even holiday allowance has dropped and so many restrictions put in place on when you can take it you struggle to use the few days you are allowed. Don't get any training, that's now something you're supposed to do yourself outside work hours, yet mangers will agree to support absolutely anything irrespective of if there's anyone who actually knows what they're doing with it.
Supply and demand seems to go out the window with employees. Every time we try and recruit someone who actually has experience and knows what they're doing its a huge struggle to find anyone up to the job and takes months, and its been the same at the last two companies I was at. Surely at that point salaries should be going up!