Full disclosure: I am working as a lead developer for a team of around 6 developers, not as a project manager. But this seemed like a good place to ask.
Background: Recently the team is covering more client support requests than we are larger developments. This makes it hard working with Scrum methodology (as we would normally) because we cannot plan multiple weeks ahead at a time as we may get critical support requests. For this reason we are looking to adopt kanban to manage the team workload.
My question: when working (with or without kanban) on a more support oriented workload, what are the differences in responsibilities between the project manager and lead developer?
Specific examples include:
- who is responsible for managing support requests raised by the clients? Who should be monitoring for new requests/tickets and who should triage them as they come in?
- who is responsible for managing team workload and monitoring individual developers progress?
- who is responsible for setting the release schedules and which issues/tickets constitute the next release?
- who is responsible for prioritising the support requests between multiple customers?
P.S. I know that roles and responsibilities vary a lot between different companies, but in my company the roles seem to be slightly blurred in some areas so I would be very interested how other people define these roles.