I’m currently responsible for all support actvities across several systems. Resources have a wide range of skills from User Support/Education,business knowledge, bug fixing to the delivery of non-project development. They also get assigned to work on projects.With the arrival of a new IT director, I have been asked to set up a Second Line support function who do not work on project development and only call on project resources for assistance when a problem is overly complex. There is much confusion over what constitues 2nd & 3rd line support and no one whats to be ‘stuck’ in a 2nd l ine support role. I’m not allowed to recruit any new staff into this team, however I do not believe the division can be successfully accomplished without increasing headcount and allowing time for people to learn but I’m being pushed to implement this ASAP.
Any suggestions on how to take this forward?