
Take management out of Support and you have a great team.
Promote management from within. Support is full of managers from outside the company that are all friends and have worked with each other in the past. They know nothing about how Support/products work which in turn sets unreachable goals.
Leadership should take constructive criticism as a chance to improve a department, instead they take it to heart and shut down any criticisms, which then they make your work life miserable until they either terminate you or you quit. We are just a number and we're easily replaceable in their eyes.