Support Department Setup

Hi all, does anyone have any good links to articles or analysis on Tech Support deparments.

Basically, we are looking at internal re-organization. And I am collecting information on what a proper tech support department is structured like.

informatino like:
– who does what?
– how many people per user/per type of user?
– who should report to whom?
– what titles should they have?
– RIO analysis of spreading IT responsililities amongst tech savvy analysts or keeping dedicated IT staff for the roles.