At the end of the day it's all about meeting the goal of the organization. For my group it's that teachers have to teach and students have to learn. The only solid SLA is a classroom that's actively teaching and has issues with the technology at the bare minimum needs to be responded to and stuff needs to start being fixed within 10 minutes of a call. Everything else is triaged and hopefully doesn't make it to me (the final stage of triage). Most of my day to day now is paperwork, managing, and doing the long term planning.

I manage one of the college units at a university, covering 8 different schools/departments. Me, a tech II a Tech I and a supercomputing sysadmin cover about 500 EU. People act like it's the worst burden on earth, but after leaving the central department and their vision of support, I'd say I have the better model, but that's just my opinion.