I work for a small company (22 people), whereby the development team works on both new features (40%) and support/maintenance tasks (60%).
We have several account/project managers who prioritise the clients tickets within Jira using a Kanban board, and we have daily stand-ups to discuss the tasks at hand, the progress, and any blockers.
The main frustration for everyone is the lack of visibility when allocating work out to a developer, and this leads to issues with some developers frequently being in high-demand. This often results in individuals getting pulled from one project to another, because PM A and PM B both have deadlines to reach, yet PM A and PM B are not really aware of each others priorities.
Sadly we're not in a position to split the team into 2 teams specialising on development and support; and with 20+ customer accounts to develop/support/maintain it would seem unrealistic to plan a developers schedule too far in advance. This is mainly due to the level of complexity and urgency of the tickets we get through, which can take a developer out for a considerable amount of time.
We've discussed internally about creating a high-level schedule for project work, and the resource needed, but we're stuck on how to progress this further because of the maintenance/support work, which makes up such a huge part of our business.
We've seen some tremendous benefits having introduced a PM methodology like Kanban, and we've seen some huge improvements in customer satisfaction and our overall cycle time. But I think we now need a clearer way of defining our schedule and giving the team visibility on this.
Any advise on how you think we might tackle this would be gratefully received.