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https://www.zendesk.com/resources/structure-customer-support-organization/
The support experience = Customer Experience + Agent Experience There’s a lot to process and think about. And it's essential to remember that the interpersonal and organizational best practices you put in place will only be as effective as the software workers use to help customers.
https://www.beyondtrust.com/assets/documents/HDI_2013_Research_Corner_Staffing_Desktop_Support.pdf
Merging the service desk and desktop support has a significant effect on staffing, but that effect is somewhat surprising. In the traditional support structure, where desktop support is distinctly different from the service desk, the support ratio tells us that one technician can support 583 devices.
https://www.thinkhdi.com/~/media/HDICorp/Files/White-Papers/whtppr-0114-desktop-support-road-map.pdf
The world of desktop support, or second-level support, is on the cusp of major change. Attend any technology conference, or visit any online support forum, and you’ll find that there are a number of issues that are causing desktop support managers, analysts, and technicians no small amount of worry and consternation.
https://d26a57ydsghvgx.cloudfront.net/content/resources/How%20to%20structure%20your%20customer%20support%20org.pdf
support team leaders who managed the support organization to keep pace with the company’s growth and to continuously provide a great customer support experience. What you’ll find here is a framework of the core elements of a customer service organization that you can use to build out your own organization.
https://opsdog.com/categories/organization-charts/information-technology
Learn about the standard organizational structure of an Information Technology ... IT Department Organization Structure. The Organizational Design of an Information Technology (IT) Department: Definitions, Roles & Responsibilities ... IT Support Administrator, Desktop Support Specialist/Analyst. KPI's & Data Best Value. Information Technology ...
https://www.mckinsey.com/~/media/mckinsey/dotcom/client_service/BTO/PDF/MOBT32_28-36_Plan-Build-Run_R5.ash
structure told us, “Unified communications nearly broke my organization. The network guys said it was the next generation of voice. The data-center guys swore it was just another server running an application.” Making the transition to a plan-build-run organization A plan-build-run organization …
http://www.harriskern.com/wp-content/uploads/2012/05/IT-Infrastructure-Orgnization-Structures.pdf
IT Infrastructure Organization Structures By Harris Kern’s Enterprise Computing Institute This article introduces you to the structures that best support enterprise computing. Not mainframe computing, not client/server computing, not network computing, but enterprise computing and …
https://www.givainc.com/wp/help-desk-staffing-models-simple-analysis-save-money.cfm
Tiered Structure - Specialist Model. The third strategy is the filtering of calls, typically known as a tiered specialist structure. In this model, one "specialist" group receives the calls. The most common form is to have the Desktop Support group play this role.
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