How are your support services setup? Service Desk ,App support, service delivery, infra

Question

How is your IT team setup in terms of support services?I’m intrigued to know how others have their IT support setup and who they are supporting. This will give me (and hopefully other members) an idea of the options available to us.Currently, our setup is to provide internal support to 1110 users with the following under my role as Service & Support Manager:L1 Service Desk: Service Desk Manager, 2 x Senior Technicians, 4 x techniciansL2 Systems/App support: Systems Manager, 2 x senior technicians, 4 x techniciansService Delivery: SD Manager, 1 x technician Who looks after your Microsoft licensing and other vendor licensing? Who does the research & development to see what end user devices we should bring in to the device lifecycle? Who makes sure devices are still in support by the manufacture (BIOS, Samsung, Android UI etc)? Who is managing the PSTN switch over (UK)? Do you outsource any of your support services? Really interesting to know how our support model and resourcing compares to others.Thanks for reading,Matt

NickB · Answer

Hi ​@Matt FullerWe currently provide support for 3385 (or 3386 if you include me as of today)Within my remit of Applications and Modern Workplace we’ve…X2 Modern Workplace (Intune Specialists - Going out to advert for the other 1 soon)My Modern Workplace team are now also picking up support for shy of 50 staff from a LatcoWe’re moving from E3 to E5 imminently so that’ll take up some time with all the MSFT July updates we’ll get as extra not only to E3 but the E5 ones too.x4 System Admin type functions who each have a leading role in their particular application but run a 60/40 split over the other 3. Those apps being CRM (Lagan/Jadu), Sharepoint, ITSM/ESM (TOPdesk) and Asset Management (Think highways, waste, greenspaces for a system called Confirm)For TOPdesk we’ve 79 Operator groups and about 280 Operators.x2 Application Operations that cover predominantlyOn-Prem and other SaaS systemsOutside of my team we have asset management officers and admin staff involved in the purchase of Microsoft, Adobe, Canva, Menti, Access to Work and other licences from our re-sellers. We manage our own licences, but it ties in with my team for deployment to ensure we don't over/under licence.We stock Lenovo/Motorolain the main with a few edge cases for Windows and Android stock with the occasional MAC / iOS device which me and my X1 Modern Workplace pretty much manage (Autopilot/Autopatch/Polices/App Package Deployment/Copilot/Declarative Managementetc) which deal with patching across the board. The end user computing engineering team manage the stock along with the asset management team and install kit / repairs / warranties etc. they comprise of a team lead and X3 engineersWe’ve 2 Business Liaison officers for the whole org.Our service desk team comprise of 1 SD Manager and 4 SD EngineersOur Telephony is all managed in house by our ICT Voice/Unified Comms Team (x2) who sit within our networks and cyber function.We have our own Infrastructure team dealing with DBA / Virtual / Backups / Server Management within our own data centre too.then there’s my boss. can't forget him :-)hope that helps...

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