Get your IT house in order. If you’re always chasing down issues and putting out fires, it’s much harder to focus on users. When I first came to my position, I made sure to put excellent monitoring and reporting in place. You should know when a server is out of disk space or a process is spiking before the phone starts ringing. Have regular meetings with your staff. I meet with my staff individually on a weekly basis in addition to our weekly team meetings. Consistent communication with staff is crucial.