Non-techs the management team – typical business setup

1st line – answer calls deal with basic issues

2nd line – deal with escalated issues and any problems that 1st line cannot resolve – speak to customers from time to time but not first point of contact

3rd line – deal with projects and escalated issues 2nd line cannot handle – rarely speak with end users – technical skills take precedent to interpersonal skills

IT Manager – responsible for managing the team – project direction, project management and planning and liaising with management team

IT Director/CIO – responsible for direction of IT and ensuring that the resources and budgets meet the business needs

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