Re:What degree do you have? (Score 1)

Don't know that I agree with the external helpdesk "firewall". I've only managed one external support helpdesk, but at that company it wasn't unusual to lose our best techs to other departments. The key being that the tech developed great relationships with the external companies through their tech support. Plus they gained extremely detailed knowledge of the software products and the business models of their clients. Therefore, when other departments needed a well-trained business support manager, the looked at the top performers in my department first because those guys already had an established relationship with their customers. About 30% of our helpdesk techs moved up to mid-level management positions.