IMO - this technical management role had no real way of being evaluated by her seniors - they weren't technical enough, in fact they (directors) pretty muched looked down on technical roles. -(similar to the comedy "The IT Crowd", but a bigger team)
The only thing they could judge the management role on was a) was there anything going wrong with the IT systems b) was the manager a good person
a) was taken care off by the techies in the IT team
and for b) she was extemely charming, boastful and according to her, she was the reason the company IT existed - yet she boasted she wasn't technical - she was extemely not technical
I avoided her at all cost and followed the rule of never ever pointing out she'd made a mistake, not even positive criticism.
We did put a basic system in place to monitor the responses of fixes and calls - I did laugh when I ran a report on the performance of the team vs her holidays