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 technicians
L2 Systems/App support: Systems Manager, 2 x senior technicians, 4 x technicians
Service 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