I'm not sure if this is a dead question at this time but I would recommend "yes". At least start off with one and if the work load isn't there, make it part time. ServiceCenter is a product that requires maintenance, up keep, troubleshooting, and customizations to keep it going. Our firm has about 6,000 users, 250 techs, and produces about 11,000 tickets a month. Out system is very customized due to our ticket processes and we find quirks once in a while. My daily job included deleting contacts records, operator updates if they change locations, report creation, location and contact updates that are limited to the admin. Every month I try to add something new to ServiceCenter like integration with SMS or available information about the customer.
