[Texasforever]

There is always some hotshot in management who thinks that all technical jobs can be reduced to a computer program, a mere script readable by disposable idiots. When those managers gain power, jobs go off to the lowest bidder.

The "manager has every right to expect that. If it is not the case then the IT department is not doing it's job. IT is basically an overhead activity whose only value added is reducing labor costs within the actual profit centers. If they can't do that then what the heck are they there for?

[Sender]

IT is basically an overhead activity whose only value added is reducing labor costs within the actual profit centers

I disagree. IT is tasked with making the actual profit centers work reliably and productively. If they can do that and also reduce costs, then so much the better...but the costs in lost customer loyalty are much higher than the savings in payroll and taxes. The most expensive customer of all is the one you have to win back. And American customers appreciate service from Americans.