There is little question but that centralized tech support by itself has advantages - more interchange among the providing individuals, better access to the TS experts, and closer supervision (your job, I guess).For that I commend the decision.
The horror stories I have heard about tech support will, I hope, diminish as you get a good grasp on the people that work for you.I have heard, for instance, that they couldn't solve a problem which was fully documented in the knowledge base. That must be fixed.The long gap in time between submission and substantive response is also something we hope will subside.
Take a look at the Semantec tech support system for a model if you can consider a system change.They use a BBS sort of thing (they call it email) where the submission is first keyworded past their knowledge base for the submitter to review; if the problem is still not solved it goes to a tech supporter who answers within a day (by my experience).The answer is not only posted, but the user is notified by private email that the answer HAS been posted and a link to the posting provided.Neat.
Tell me, will the tech support people have easy access to the development team or will there still be some distance betwen them?