Looking for some input on how others have their BES and BlackBerry handheld support structured. I want to change our support structure as we move from BES 4.1 to 5.0. My boss has asked how other companies do it.

I don't need to know who you work for, so no company names please. All I need is the number of BES accounts, listing of the different support teams, the tasks they perform, and level of BlackBerry Manager access they have.

Using my employeer as an example...

Ideally I would like to give the first 2 levels more access, eliminate the first Lv4 team completely, move all the handheld specific functions to the Lv3 team, and have the server team only support server related roles. I think the pre canned BES 5.0 roles would accomplish this rather nicely.

Thank you to everyone that takes a couple minutes to reply. If you would rather not reply in public feel free to send me a PM. I will keep any information anonymous and confidential if requested.
Doug

PS - A shiny new nickel to anyone who can guess which team I belong to!

Sent you a PM with the information

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BCSA (4.1, 5.0) | BCSD (4.1, 5.0)

The views expressed by me on Port3101.org are my own and do not necessarily reflect the views of my employer.

3200 BES accounts

10 people with Enterprise Admin (mostly Infomation Security / Messaging Teammates
28 people across LOB's with Senior helpdesk. Once on BES 5.0 I will modify as I'm not keen on all the right to senior Help desk but Junior doesn't provide enough for them to do their job.
1 - System Admin (me)

Basically I'm level 3 support and the people in the senior helpdesk role are doing the day to day add/remove type stuff. I cannot wait to hand off some software configuration assignment duties as I get all the tickets for that (200+ users with Bloomberg and other 3rd party apps).

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