What happens to the Desktop Support team after move to VDI?

Tags:
VDI
Currently winding down a VDI POC and senior management has asked what happens to our Desktop Support team if we make the jump. I've been asked to come up with a list of roles I see the Desktop team filling after the transition. I have several thoughts already, but I'd be interested to hear from others who have made the leap about what happened with their 1st/2nd tier support folks. The political power struggles can get pretty hectic within my organization, and any thought we are trying to marginalize our Desktop Support team won't play well. Senior management will put the brakes on this project just to forestall the infighting. I'd like to come to the table with a few ideas beyond what I have in hopes of keeping everyone calm. Some details:
  • 5000-ish users with 12 FTE Desktop Support techs and a fluctuating number of yearly contractors (currently 9).
  • Plans are for a vast majority of the user base to connect to non-persistent VMs.
  • Over 70 locations throughout a local region.
  • Image creation/management handled by me.
  • ThinApp creation handled by me.
So really the question is: where do 1st and 2nd tier folks fit in?


Software/Hardware used:
VMware View/Citrix XenDesk
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