Incident First line This is covered in detail under the Service Desk Incident Manager In many organizations the role of Incident Manager is assigned to the Service Desk Supervisor – though in larger organizations with high volumes a separate role may be necessary. Incident Second line Many organizations will choose to have a second-line support group, made up of staff with greater (though still general) technical skills than the Service Desk – and with additional time to devote to incident diagnosis and resolution without interference from telephone interruptions. Incident Third line Third-line support will be provided by a number of internal technical groups and/or third-party suppliers/maintainers. | 
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