The perfect Support Group

I’m in charge of Support within my company. My opposite number runs ‘delivery’, which is effectively first line support.

I’ve got a great team of techies, however we have serious issues with cross team working and the current structure is too swayed towards Technical Disciplines (Windows/Networks/Unix) and not towards Service Support and Problem Management.

Whilst we need technical specialists I really want to get my team to beciome great Problem and Project Managers too – anyone else managed to succesfully solve this most annoying puzzle?!?!