If every week is reactive, the support model is the problem — not the team. Firefighting is what happens when nothing upstream is being measured.

Measure repeat causes, not ticket volume

Ticket counts reward closing things quickly. Grouping tickets by root cause shows you the five problems generating half the noise.

Protect time for the fixes

Proactive work only happens when it is scheduled and defended. A fixed weekly block is the simplest version of that and it works.