One of the challenges my It organization is facing is balancing the time spent working on projects versus the time spent on support work and processes. Particularly for some of our higher-level techs, they find they are interrupted by urgent support issues so frequently that they can’t really focus on the projects they need to be working on. Conversely, our lower level technicians find that they can’t get timely support from higher level support technicians because they are always deeply involved in some project.
What is a good balance of time spent on projects versus support work for, say, level 2 and level 3 technicians? I am trying to help my technicians find a balance, but am challenged in helping them manage all the duties they have to juggle.