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How to build Linux support department in a company?

Hello,

First of all, thanks to whoever will help me in advance.

Second, my question is that I got a new job offer from a company as a Team Leader in Linux Administration Department, I'm OK with that but the issue is that I've been asked to re-create the department from scratch that consists of a new vision, system for support, ticketing, project management, employees rating, and services that we will provide.

I need to hear your ideas on how to start building this department, what do I need? and what to read to enrich my knowledge regarding this?

The company gave me an unlimited budget to work with.

Department: Linux System Management, Administration, Monitoring, Backup, Virtual Machines and Storage.

Hope that you can enlighten me with some ideas/softwares that can help.

Best regards,
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Mohamed Magdy
Asked:
Mohamed Magdy
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4 Solutions
 
Paul SolovyovskySenior IT AdvisorCommented:
I believe that you should start with consulting company that can provide leadership consulting or work with a mentor that has this type or expertise.  If you don't know what you don't know it will take you a lot of time to get up to speed.  If you get short term help that will outline the steps and mentor you on how to get there there is a lot of value to that
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John TsioumprisSoftware & Systems EngineerCommented:
Personally i believe the 1st thing is : do you have the knowledge...are you a Linux master thay could tackle all these....
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Mohamed MagdyCTOAuthor Commented:
@Paul Solovyovsky, thanks for your comment, I guess I will check some of the reliable consulting companies in the market.

@John Tsioumpris, actually I've more than 11 years experience in Linux administration and management, so I guess I've the knowledge to do so.
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John TsioumprisSoftware & Systems EngineerCommented:
So start working like its one man show...when you have touched everything then you know its time to hire the right people
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nociSoftware EngineerCommented:
1st what can you tacle yourself, and what kind of backup you have to fall back onto.. (next level support).
Then be sure all problems come to you... (phone, mail, issue management system...)
and be sure to take all needed notes... the ones you can tacle take them, if the problems are beyond your expertise / knowledge...
you need to call the next level support. (It helps if they have any insigth in your operation)    
1) you will know what to learn extra
2) the problem should get solved.

At first maybe have someone nearby to get organized, later the help might be gotton over the phone.
Important take a note of all solutions (be complete in solution descriptions, not this like reset again..., beter refer to other solutions, like same as in issue #4023...)

Be sure to expand the support department before you drown out ...
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arnoldCommented:
Assess what the existing people have, and do.

The existing environment?
There are open spurce ticket management, support, project management systems.

Monitoring, what and whose systems are/will be monitored.

Agree that an external process consulting might be helpful when you have the perspective I.e. Are you looking for this external entity lay the foundation and the first floor, or you have a sense of a foundation in personnel and infrastructure onto which the external firm willretrofit, re-enforce or process related schemes.
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Mohamed MagdyCTOAuthor Commented:
Thanks for all replies, greatly appreciated.
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Paul SolovyovskySenior IT AdvisorCommented:
good luck
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