In my experience, if you're a support guy, then you are a cost center, and the only purpose of a cost center is to get reduced to zero. Increasingly Herculean

In my experience, if you're a support guy, then you are a cost center, and the only purpose of a cost center is to get reduced to zero. Increasingly Herculean efforts can stave off that pressure for a period of time, but that's just the basic fundamental nature of the game on that side of the fence. Of course, those product guys really do need a lot of support, and sometimes they arrange to have their own internal support because they can't get what they need from the guys who are supposed to perform that job. That can be a good gig, at least until the Enterprise discovers that the product guys had set up their own shadow IT group and get all that stuff merged back into the central IT group.